Support Desk Data Analyst

Hybrid on-site and remote work in Columbia, SC offers a clear path to impact by supporting enterprise technology operations through data-driven analysis of service desk performance. You will validate operational data, build reports, and collaborate with technical teams to improve service quality and efficiency. The role offers a competitive salary of USD 75,000 per year and a comprehensive benefits package, including health, dental, disability, and life insurance, a 401K, paid time off, holidays, and tuition reimbursement.

Responsibilities

• Analyze service desk metrics, workflows, and customer satisfaction data to identify performance trends and opportunities for improvement.
• Develop and maintain SQL queries, reports, and data analyses to support operational decision-making.
• Validate data accuracy and quality, investigate discrepancies, and address recurring issues.
• Evaluate service processes and recommend corrective actions, enhancements, and workflow improvements.
• Collaborate with analysts, engineers, and support teams to communicate findings and elevate service delivery.
• Assist with documentation, reporting standards, quality reviews, and continuous improvement initiatives.

Requirements

• Must be authorized to work in the United States; there is no sponsorship or third-party agency involvement.
• 2–4 years of experience in technical support, service desk operations, or a related IT support role.
• Experience writing simple, intermediate, and complex T-SQL queries against Microsoft SQL Server databases and data warehouse environments.
• 1–2 years of experience working with relational databases, database transactions, and stored procedures.
• Experience designing, developing, testing, and implementing reports using SQL Server Reporting Services (SSRS).
• Strong understanding of relational database concepts, data analysis methods, and data validation practices.
• Ability to analyze trends, identify data quality issues, and develop recommendations for process improvements.
• Strong analytical, problem-solving, communication, and documentation skills.
• Ability to work independently, manage multiple priorities, and collaborate effectively with technical teams.
• Must be able to obtain a Top Secret security clearance (an interim clearance may be acceptable at time of hire).

Technologies

• T-SQL
• Microsoft SQL Server
• SQL Server Reporting Services (SSRS)
• System Center Service Manager (SCSM)
• Cireson Portal

Benefits

• Paid OT
• PTO
• Holidays
• Health insurance
• Dental insurance
• Disability insurance
• Life insurance
• 401K
• Tuition reimbursement

Location and schedule

Hybrid work arrangement with an initial onsite training period. The role requires onsite availability in Columbia, SC as dictated by business needs.