Support Desk Data Analyst

Position Overview

DP Professionals (DPP) is recruiting a Support Desk Data Analyst to deliver technical and engineering services to numerous US attorney offices. The role begins with onsite training in Columbia, South Carolina, before moving to a hybrid work setting. This is a long-term W2 contract position requiring US citizenship and eligibility to obtain and maintain a Top Secret Security Clearance.

Key Responsibilities

• Perform analysis of service desk performance and operations data to detect trends and identify enhancement opportunities.
• Support quality assurance by ensuring adherence to defined processes and standards.
• Create reports and provide data-driven insights to inform operational decisions.
• Collaborate with technical groups to boost service quality, efficiency, and client satisfaction.
• Recommend and implement process improvements that increase performance and streamline workflows.
• Maintain a high-performance environment through analytical problem-solving and continuous process enhancements.
• Validate service desk offerings, processes, metrics, and customer satisfaction against business needs.
• Communicate and coordinate with analysts and engineers regarding evaluation plans and issues.
• Develop innovative solutions for operational challenges.
• Assist in deploying system documentation and generating lists of service issues with actionable recommendations.
• Produce and interpret complex analytical reports from current and historical data.
• Conduct technical evaluations of assigned personnel.
• Create standards, procedures, and methods for improving quality, readiness, and service availability.
• Identify and address recurring customer-reported problems through investigation and trend analysis, recommending corrective measures.
• Foster a collaborative team approach with support groups to enhance solution quality and reliability.

Required Qualifications & Experience

• 2 to 4 years of experience in technical support roles.
• Proficient in writing T-SQL queries of varying complexity against Microsoft databases and Data Warehouse environments.
• 1 to 2 years of demonstrated experience with relational database queries, transactions, and stored procedures using SQL Server 2019.
• Experienced in designing, developing, testing, and deploying reports using SQL Server Reporting Services.
• Strong grounding in data analysis methods, including statistical techniques and sampling.
• Knowledge of quality assurance principles and their organizational interrelations.
• Ability to interpret and apply product specifications, regulations, and policies within quality assurance programs.
• Experience performing problem and trend analyses with documented recommendations.
• Excellent communication skills, both verbal and written.
• Skilled in conducting technical evaluations and report generation.
• Capable of validating data quality and consistency, reviewing trends, and investigating issues to recommend corrective actions.
• Proficient at engaging stakeholders to meet requirements and managing multiple deadlines independently.

Preferred Qualifications

• ITIL Version 4 certification.
• Experience in Support Desk roles, particularly in reporting or analytics.
• Familiarity with System Center Service Manager (SCSM) and Cireson Portal.

Additional Information

This position includes a required Top Secret Security Clearance and is based in Columbia, SC. The work schedule initially demands onsite presence for training, followed by a hybrid approach.