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Technical Support Operations Analyst / BI Developer

Technical Support Operations Analyst / BI Developer

Dunhill Professional SearchBaltimore, MD, United States
1 day ago
Job type
  • Full-time
Job description

Tier 2 Technical Support Operations Analyst

This position is to support The Department of Justice (DOJ)

Must be a US Citizen based on Federal contract requirements.

Carries out moderately complex information systems and / or information technology tasks within more than one discipline, such as application support, database administration, software quality assurance / quality control.

  • Provide Tier 2 support across multiple IT disciplines including application support, database administration, infrastructure operations, and software engineering
  • Plan, deploy, debug, and secure applications built on the Microsoft Power Platform (Power Apps, Power BI, Dataverse, etc.)
  • Monitor and administer production environments; troubleshoot issues, resolve incidents, and escalate complex problems to Tier 3 teams as needed
  • Partner with Tier 1 National Service Desk (NSD) teams to handle escalated tickets and improve resolution processes
  • Contribute to operational stability through system monitoring, SOP updates, and development of Knowledge Base Articles (KBAs)
  • Participate in a major onboarding rollout of 8,00010,000 users across DOJ districts over an 18-month period
  • Analyze support trends to improve applications, infrastructure, and processes
  • Support 24 / 7 / 365 application availability as part of an on-call rotation

Qualifications :

  • Bachelors degree in IT, Computer Science, or a related field OR equivalent experience
  • 4+ years of experience in IT operations, systems administration, or application support
  • At least 3 years of experience in application / infrastructure design, deployment, testing, and / or support
  • Strong background in :
  • Microsoft Power Platform (Power Apps, Power BI, Dataverse)
  • Experience with ServiceNow and ITIL-based processes (preferred)
  • Excellent communication skills and ability to coordinate with cross-functional teams
  • Ability to analyze support data, identify recurring issues, and recommend improvements

    • This job description has been refined to meet the requirements by removing unnecessary information and formatting.

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    Technical Support Analyst • Baltimore, MD, United States

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