IT Systems and Support Specialist

MPower, Inc.; Bethesda (MD); On-site; USD 65,000 - 72,000; Full time

Job summary

mPower is seeking an IT Systems and Support Specialist to provide hands-on technical support, improve technology processes, and address business needs. The role emphasizes troubleshooting, customer service, and ownership of tasks across devices, software, and collaboration tools.

The ideal candidate has 2–3 years of IT support experience, strong communication, and the ability to manage multiple priorities. Collaboration with HR and Operations will shape onboarding, asset management, and

Qualifications

• 2-3 years of hands-on IT support, desktop support, or workplace technology experience.
• Experience troubleshooting Windows devices, hardware, software, connectivity, and end-user issues.
• Experience supporting Microsoft 365 with exposure to SharePoint or similar platforms.
• Ability to manage technical issues from diagnosis through resolution, testing, and user follow-up.
• Strong customer service skills with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities, work independently, and escalate when needed.
• Experience creating or maintaining technical documentation.
• Relevant education, technical training, certifications, or equivalent practical experience.

Responsibilities

• Provide day-to-day technical support for laptops, software, connectivity, printers, scanners, mobile devices, and conference-room technology.
• Troubleshoot and resolve end-user hardware, software, access, and system issues; escalate security concerns as appropriate.
• Manage and track software licenses and subscriptions, including inventories and utilization.
• Support Microsoft 365 and SharePoint, including user access, permissions, site organization, and collaboration tools.
• Coordinate device procurement, configuration, deployment, and asset management.
• Assist HR and Operations with onboarding and offboarding to ensure proper access.
• Improve SharePoint sites, workflows, and information organization.
• Create and maintain SOPs, technical documentation, and user guides.
• Provide user training to improve technology adoption and reduce recurring issues.
• Support office moves, workstation setups, conference-room readiness, and other workplace tech needs.
• Identify recurring issues and suggest improvements, automation opportunities, or standardized processes.
• Maintain security, access, and change-management practices to protect information.
• Collaborate with internal teams and technical leadership on IT initiatives.

Skills

Customer service

Troubleshooting

Communication

Documentation

Problem-solving

Time management

Team collaboration

Education

Relevant education or IT certifications

Tools

Microsoft 365

SharePoint

Asset management

License management

Job description

mPower is seeking an IT Systems and Support Specialist to provide hands‑on technical support while helping improve the systems, tools, and processes our employees rely on every day. This is a great opportunity for an IT professional who enjoys troubleshooting, improving technology processes, and finding practical solutions to business needs.

The successful candidate will have a solid foundation in IT support and troubleshooting, a customer‑service mindset, and strong communication skills. We are looking for someone who is curious, dependable, and takes initiative to identify and address technology needs. This individual will need to efficiently manage day‑to‑day priorities, and follow issues through to resolution. The ideal candidate will be eager to learn new technologies, take ownership of their responsibilities, and proactively look for ways to improve the employee technology experience.

Job Responsibilities:

• Provide day‑to‑day technical support for laptops, software applications, connectivity, printers, scanners, mobile devices, and conference‑room technology.
• Troubleshoot and resolve end‑user hardware, software, access, and system issues, escalating complex or security‑related concerns when appropriate.
• Manage and track software licenses and subscriptions, including assigning and removing licenses, maintaining accurate license inventories and monitoring utilization and availability.
• Support Microsoft 365 and SharePoint, including user access, permissions, site organization, collaboration tools, and common user issues.
• Coordinate device procurement, configuration, deployment, and overall asset management.
• Partner with HR and Operations to support employee onboarding, offboarding, ensuring technology and approved access are ready when needed.
• Assist with improving SharePoint sites, shared workspaces, forms, workflows, and information organization.
• Support approved business applications and collaboration or reporting platforms, such as Monday.com.
• Create and maintain SOPs, technical documentation, user guides, configuration records, and IT knowledge resources.
• Provide user training and guidance to improve technology adoption and reduce recurring support issues.
• Support office moves, workstation setups, conference‑room readiness, and other workplace technology needs.
• Identify recurring technology issues and recommend practical improvements, automation opportunities, or standardized processes.
• Maintain appropriate security, access, and change‑management practices while protecting company and client information.
• Collaborate with internal teams and technical leadership on IT initiatives and system improvements.

Required Qualifications:

• 2-3 years of hands‑on experience in IT support, systems support, desktop support, or workplace technology. Relevant internships, apprenticeships, or substantial part‑time experience may be considered.
• Hands‑on experience troubleshooting Windows devices, hardware, software, connectivity, and common end‑user technology issues.
• Experience supporting Microsoft 365, with exposure to SharePoint or similar collaboration platforms.
• Ability to independently manage technical issues from initial diagnosis through resolution, testing, documentation, and user follow‑up.
• Strong customer service skills with the ability to communicate technical information clearly to non‑technical users.
• Troubleshooting, analytical, organizational, and problem‑solving skills.
• Ability to manage multiple priorities, work independently, and recognize when technical or security issues require escalation.
• Strong written communication skills with experience creating or maintaining technical documentation.
• Relevant education, technical training, certifications, or equivalent practical experience.

$65,000 - $72,000 a year

mPower, Inc. is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition), citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non‑disqualifying disability, or any other characteristic protected by law.