IT Support Analyst — Low‑Code Apps & User Enablement

MPower, Inc.; Bethesda (MD); On-site; USD 70,000 - 75,000; Full time

Job summary

mPower, Inc. is seeking a Technical IT Support Analyst to join a collaborative team delivering technology solutions that meet evolving business needs.

You will troubleshoot, gather requirements, support applications, and translate business needs into practical solutions for diverse users. Responsibilities include documenting requirements, creating SOPs and user guides, configuring low-code apps with Google AppSheet/Google Sites, and ensuring SLAs.

Qualifications

• Degree or equivalent IT experience as described.
• Ability to explain technical topics to non-technical stakeholders.
• Experience supporting COTS/GOTS applications as a power-user.
• Proficiency with Google Workspace tools and collaboration platforms.

Responsibilities

• Gather, analyze, and document business requirements with stakeholders.
• Create project artifacts: BRDs, process flows, designs, docs.
• Develop end-user docs: SOPs, guides, FAQs, training materials.
• Design and maintain low-code apps using AppSheet and Google Sites.
• Provide application support, troubleshoot, and resolve incidents per SLAs.
• Manage user accounts and access per security policies.
• Support UAT and incorporate user feedback into improvements.
• Conduct functional, regression, and basic automated testing.
• Act as power user for enterprise apps and offer guidance to users.
• Deliver training sessions for adoption and usage of tools.
• Monitor app performance and propose process enhancements.
• Collaborate with developers/IT teams to escalate complex issues.
• Maintain incident/service request records in ITSM system.
• Assist with IT change planning, testing, and communication.
• Support customer satisfaction with remote and onsite IT support.

Skills

Communication skills

IT problem-solving

Stakeholder engagement

End-user support

Documentation

Power-user in Google Workspace

COTS/GOTS experience

ITIL/Agile knowledge

Education

Bachelor’s degree in CS/IS/related

Associate degree + 4 years IT exp

Tools

Google AppSheet

Google Sites

Microsoft 365 (SharePoint)

Slack

Job description

mPower, Inc. is seeking a Technical IT Support Analyst to join a collaborative team delivering technology solutions that meet evolving business needs.

You will troubleshoot, gather requirements, support applications, and translate business needs into practical solutions for diverse users. Responsibilities include documenting requirements, creating SOPs and user guides, configuring low-code apps with Google AppSheet/Google Sites, and ensuring SLAs.