Support Desk Data Analyst II

DPP•Columbia, SC

19h•Onsite

About The Position

DPP is seeking a Support Desk Data Analyst II for an opportunity with our client in Columbia, SC. This is a 12-month W2 contract position requiring the candidate to be a US Citizen and able to obtain/maintain up to a Top-Secret security clearance. The role is onsite in Columbia, SC.

Requirements

3 years IT experience plus 1+ years of IT Help Desk support experience in a Windows Active Directory environment; OR 4-year degree in an IT area of study and 1+ years of IT Help Desk support experience in a Windows Active Directory environment.
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.
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.
Skilled in interpreting and applying product specifications, regulations, and policy guidance into the quality assurance plan.
Skilled 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.

Nice To Haves

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.

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 provide 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 develop 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.