IT Systems & Support Pro: Improve, Automate, Support

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

Job summary

mPower, Inc. 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 role emphasizes troubleshooting, customer service, and proactive technology improvements, including deployment, onboarding/offboarding, and maintaining secure access. You will support Microsoft 365, SharePoint, and collaboration tools like Monday.com, create documentation, and partner with internal teams

Qualifications

• 2-3 years of hands-on IT support experience.
• Troubleshoot Windows devices, hardware, software, connectivity, and common end-user tech issues.
• Experience supporting Microsoft 365, with exposure to SharePoint or similar collaboration platforms.
• Ability to independently manage technical issues from diagnosis through resolution, testing, documentation, and user follow-up.
• Strong customer service skills with the ability to explain technical information clearly to non-technical users.
• Relevant education, technical training, certifications, or equivalent practical experience.

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.

Skills

Windows troubleshooting

Microsoft 365

SharePoint

Technical documentation

Customer service

Onboarding/offboarding

Monday.com

Tools

Microsoft 365

SharePoint

Monday.com

Job description

mPower, Inc. 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 role emphasizes troubleshooting, customer service, and proactive technology improvements, including deployment, onboarding/offboarding, and maintaining secure access. You will support Microsoft 365, SharePoint, and collaboration tools like Monday.com, create documentation, and partner with internal teams