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: 2+ 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.
Work Authorization: US Citizen; Must be able to obtain/maintain a Top Secret Security Clearance.
Interested? Learn more:
Click the
apply button or contact
Harrison at
Harrison.Donahue@dppit.com
to learn more about this position (#
26-00844).
DP Professionals (DPP) offers a range of compensation and benefits packages to our employees and their eligible dependents.
DPP is a certified Woman-owned Small Business Enterprise (WBE and WOSB) with more than 25 years in the staffing industry.
EOE/AA/V/D