Data Analyst

Job # : 26-00844 Job Title : Support Desk Data Analyst Job Location : Columbia, SC 29208 Travel Required : No Overtime Required : No Position Type : Contract Job Description : DPP is seeking a Support Desk Data Analyst to provide engineering and steady state technical services to 94 distributed US attorney's offices. Location: Onsite for training; transition to hybrid in Columbia, SC Duration: 12+ months Term: W2 contract Work Authorization: US Citizen; must be able to obtain/maintain Top Secret Security Clearance Position summary: • The Support Desk Data Analyst will analyze service desk performance and operational data to identify trends and opportunities for improvement. • Support quality assurance initiatives by ensuring processes and deliverables meet established standards. • Develop reports and provide data-driven insights to support operational decision-making. • Collaborate with technical teams to improve service quality, efficiency, and customer satisfaction. • Recommend process improvements that enhance performance and streamline operations. • Contribute to a high performing support environment through analytical problem solving and continuous improvement efforts. Responsibilities: • Perform validation of the service desk to include services, processes, metrics, and customer satisfaction based on business requirements. • Communicate with analysts and engineers about formal evaluation plans, problems, and results. • Devise creative solutions to problems. • Assist with roll-out of systems documentation. • Produce lists of service deficiencies that are to be resolved and provides recommendations to incorporate changes to established processes. • Generate and interpret complex reports on both current and historical data. • Perform technical evaluations on assigned personnel. • Develop standards, methods, and procedures to improve product and service quality, readiness, and availability. • Identify, diagnose and develop plans to resolve problems in response to customer reported incidents; research, evaluate and provide feedback on problematic trends and patterns across the environment and develops and implement measures to remediate. • Collaborate with Support teams to foster a team-based approach to high quality solutions and drive appropriate changes to ensure high quality deliverables. Required skills, knowledge, and abilities: • Experience with data analysis methods, principles, and practices, including statistical analysis and sampling techniques. • Experience with inspection, test, and measurement techniques. • Knowledge of the relationship of quality assurance to other activities across the organization. • Skill in interpreting and applying product specifications, regulations, and policy guidance into the quality assurance plan. • Skill in conducting studies and investigations, problem and trend analysis, and developing documented recommendations. • Strong oral and written communication. • Experience with technical evaluation processes, techniques, and reporting. • Able to validate data quality and consistency of customer data. • Able to review, analyze, and report on quality discrepancies, trends, and data. • Able to investigate problems and develop disposition and corrective actions for recurring discrepancies. • Able to interface with stakeholders to ensure requirements are met. • Able to recommend corrective actions, dispositions, process optimization and modifications. • Able to handle multiple project deadlines with minimal supervision. Minimum required work experience & knowledge: • 2-4 years of experience in a technical support position • Must be able to write T-SQL queries (simple/intermediate/complex) against various Microsoft databases and Data Warehouse databases. • 1–2 years of demonstrated experience with relational database queries and transactions, including stored procedures using SQL Server 2019 databases. • Demonstrated experience designing, creating, testing, and implementing simple/complex reports using SQL Server Reporting Services. • Candidates need quantitative, teamwork and problem-solving abilities, as well as a thorough knowledge of relational database theory and practice. Preferred experience & certifications: • Information Technology Infrastructure Library V4 (ITIL 4) certification. • Support Desk experience either with reporting or as an analyst. • Previous experience with System Center Service Manager (SCSM). • Previous experience with Cireson Portal.