Impactful IT Support & Apps Analyst — Low‑Code

DLH Corp

Bethesda (MD)

On-site

USD 70,000 - 75,000

Full time

11 days ago

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Benefits offered by this job

Personal Time Off (PTO)

401(k) Retirement Plan

Training and education assistance

Job summary

DLH Corp in Bethesda, Maryland seeks a Technical IT Support - Analyst to join a lean team delivering technology solutions for federal programs. You will gather requirements, translate needs into technical solutions, provide user support and training, and ensure successful application delivery.

You will interact with clients and stakeholders daily, documenting requirements, creating SOPs, and maintaining end-user resources.

Qualifications

Bachelor’s degree in computer science or information systems, business, mathematics, or related field and 2 years of relevant IT experience OR an associate's degree in computer science or information system, business, mathematics or related field and 4 years of relevant IT experience
Expertise in communicating complex technical topics in layman’s terms to diverse stakeholder groups
Experience supporting end-user needs as a COTS / GOTS application power-user is required
Experience as a power user in Google Workspace (AppSheet), Microsoft 365 (SharePoint), and Slack beneficial
Demonstrated understanding of ITIL and Agile and their application towards enterprise environments
Must be able to obtain a Public Trust clearance

Responsibilities

Collaborate with business stakeholders to gather, analyze, and document business requirements, translating user needs into functional application solutions.
Create and maintain project artifacts, including business requirements, process flows, solution designs, and implementation documentation.
Develop and maintain end-user documentation, including SOPs, user guides, quick reference materials, FAQs, and training resources.
Design, configure, and maintain low-code business applications, including Google AppSheet and Google Sites, to improve processes and efficiency.
Serve as a primary application support resource by responding to user inquiries, troubleshooting incidents, and meeting SLAs.
Manage user accounts, permissions, and access for business applications while ensuring security compliance.
Coordinate and support User Acceptance Testing (UAT) and incorporate feedback into enhancements.
Execute functional, regression, and basic automated testing to verify application quality.
Act as a power user of enterprise productivity and mission-support apps, guiding users and offering workflow recommendations.
Deliver instructor-led and one-on-one training sessions to promote adoption and use of business apps.
Monitor application performance, identify recurring issues, and propose improvements.
Collaborate with developers and admins to address complex issues needing backend changes.
Maintain records of incidents, service requests, and resolutions in the ITSM platform.
Support IT change management activities including planning, testing, and documentation.
Assist in maintaining customer satisfaction with remote and onsite support and continuous improvement of apps.