Support Desk Data Analyst

DPP•Columbia, SC

5h•Hybrid

About The Position

DPP is seeking a Support Desk Data Analyst to provide engineering and steady state technical services to 94 distributed US attorney's offices. This is a W2 contract position with a duration of 2+ months, requiring US citizenship and the ability to obtain/maintain a Top Secret Security Clearance. The role involves analyzing service desk performance data to identify trends and improvement opportunities, supporting quality assurance, developing reports with data-driven insights, and collaborating with technical teams to enhance service quality, efficiency, and customer satisfaction. The analyst will recommend process improvements and contribute to a high-performing support environment through analytical problem-solving and continuous improvement.

Requirements

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.
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.

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 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.