Remote & Onsite IT Support & Apps Analyst — Power-User

Mpower; Bethesda (MD); On-site; USD 60,000 - 85,000; Full time

Job summary

mPower, Inc. in Bethesda, MD is seeking a Technical IT Support - Analyst to deliver technology solutions and troubleshoot issues across systems.

You will gather requirements, create documentation, and support end users, collaborating with stakeholders and technical teams. Candidates should hold a Bachelor’s (or associate with experience) in CS/IS or related field, have 2+ years IT experience, be able to obtain Public Trust clearance, communicate effectively, and serve as a power-user for Google

Qualifications

• Bachelor’s degree with 2 years IT experience or associate degree with 4 years IT experience.
• Ability to explain technical topics to non-technical stakeholders.
• Power-user experience with COTS/GOTS applications.
• Experience with Google Workspace, MS 365, Slack preferred.
• Translate end-user needs to technical requirements and implement changes.
• Familiar with ITIL and Agile in enterprise environments.
• Strong written and oral communication skills.
• Eligible to obtain Public Trust clearance.

Responsibilities

• Gather, analyze, and document business requirements and translate into solutions.
• Create and maintain requirements, process flows, designs, and implementation docs.
• Develop end-user SOPs, guides, FAQs, and training resources.
• Design and maintain low-code apps (AppSheet, Google Sites) to improve processes.
• Provide primary application support; resolve incidents within SLAs.
• Manage user accounts and access per security policies.
• Coordinate and support UAT; incorporate user feedback.
• Perform testing to verify quality and performance before release.
• Act as power-user guiding end users and suggesting workflow improvements.
• Deliver instructor-led and one-on-one training sessions.
• Monitor app performance and propose enhancements.
• Collaborate with developers, sysadmins, and IT teams for complex issues.
• Maintain incident and request records in ITSM platform.
• Support change management with planning, testing, and communications.
• Contribute to customer satisfaction through remote/on-site support.

Skills

Public Trust clearance

Strong communication

COTS/GOTS power-user

Google Workspace AppSheet

Microsoft 365 (SharePoint)

Slack

ITIL/Agile familiarity

Education

Bachelor’s degree in CS/IS/related field

Associate degree in CS/IS/related field

Tools

Google AppSheet

Microsoft 365/SharePoint

Slack

Job description

mPower, Inc. in Bethesda, MD is seeking a Technical IT Support - Analyst to deliver technology solutions and troubleshoot issues across systems.

You will gather requirements, create documentation, and support end users, collaborating with stakeholders and technical teams. Candidates should hold a Bachelor’s (or associate with experience) in CS/IS or related field, have 2+ years IT experience, be able to obtain Public Trust clearance, communicate effectively, and serve as a power-user for Google