Support Desk Data Analyst

ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex technical problems. 

We're looking for a talented Support Desk Data Analyst to join our team in Columbia, SC. This position will support a complex government client and will ensure that the performance and quality products conform to established company and regulatory standards.

Work Location:
Onsite – Work from SC office location.

Clearance: 
Must be US citizen with the ability to obtain a Top-Secret security clearance.

Primary Roles and Responsibilities: 

• 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.

Required Education, Experience, & Skills:

• (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.
• Quantitative, teamwork and problem-solving abilities, as well as a thorough knowledge of relational 
• 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.

Preferred Qualifications:

• 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.

The Perks of Being on Our Team
ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are: 

• Employee Assistance Program
• 401K
• Medical/Dental/Vision Insurance
• Life/Short-Term Disability/Critical Illness/Accident Insurance
• 15 PTO Days 
• 11 Federal Holidays
• Up to $5K towards continuing education and/or professional development