Support Desk Data Analyst

Objective/Purpose- Brief Synopsis - This position is for a Support Desk Data Analyst servicing the needs of the United States Attorney's Office. The successful candidate will assist the Executive Office for United States Attorneys (EOUSA) with ensuring that the performance and quality products conform to established company and regulatory standards.

Background - The Executive Office for United States Attorneys (EOUSA) provides administrative, technical, and legal support to all United States Attorneys' Offices (USAOs), and EOUSA's IT Staffs deliver technology solutions to support USAO employees in performing their demanding operational responsibilities. Five (5) staff comprise the EOUSA IT organization, serving under the EOUSA Office of the Chief Information Officer (OCIO): Enterprise Operations, Platforms, and Solutions (EOPS), Cyber Systems Security Staff (CSS), Enterprise Voice Services (EVS), Enterprise Application Development (EAD), and Records Information Management (RIM). Government IT staff rely on contractors to deliver many of the engineering and steady state technical services to maintain the innovative technologies deployed in EOUSA and the USAOs., Scope of Work and Requirements - The purpose of this Statement of Work is to define the Support Desk Data Analyst position contracted under the NOC. The position:

• Performs validation of the service desk to include services, processes, metrics, and customer satisfaction based on business requirements.
• Communicates with analysts and engineers about formal evaluation plans, problems, and results.
• Devises creative solutions to problems.
• Assists with roll-out of systems documentation.
• Produces lists of service deficiencies that are to be resolved and provides recommendations to incorporate changes to established processes.
• Generates and interprets complex reports on both current and historical data.
• Performs technical evaluations on assigned personnel.
• Develops standards, methods, and procedures to improve product and service quality, readiness, and availability.
• Identifies, diagnoses and develops plans to resolve problems in response to customer reported incidents; researches, evaluates and provides feedback on problematic trends and patterns across the environment and develops and implements measures to remediate.
• Collaborates with Support teams to foster a team-based approach to high quality solutions and drive appropriate changes to ensure high quality deliverables.

· (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 Education, Experience, & Skills

· 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.

Security Requirements

· Must be able to obtain up to a Top Secret Clearance (can start with an interim clearance), · 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 develops 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., Security Requirements - All personnel, including the support required by this initiative, must be United States Citizens, and must meet the DOJ Residency Requirement. It is the responsibility of the Contractor to assure that proposed employees for each aspect of this task have met federal investigative standards and are suitable for employment and/or access to national security information. Certification of requirements from either the Office of Personnel Management (OPM) or the Defense Industrial Security Clearance Office (DISCO) will be required. The minimum investigation required is to be cleared for a BI and can be expected to hold up to a Top Secret clearance. The minimum investigation required is to be cleared to hold a Secret clearance. A DD254 can be found at Attachment (2) of the basic order. Contractors shall agree to comply with the NISPOM.

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance