Technical IT Support - Analyst

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 will work as part of a collaborative team to support and deliver technology solutions that meet evolving business needs. This role involves regular interaction with users and stakeholders to troubleshoot technical issues, understand requirements, support applications, and translate business needs into practical solutions. Success requires strong technical problem-solving, communication, and customer service skills, with the ability to work effectively with both technical and non-technical audiences.

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 Standard Operating Procedures (SOPs), user guides, quick reference materials, FAQs, and training resources.
• Ability to design, configure, and maintain low-code business applications, including Google AppSheet and Google Sites, to improve business processes and operational efficiency.
• Serve as a primary application support resource by responding to user inquiries, troubleshooting application issues, and resolving incidents within established service level agreements (SLAs).
• Manage user accounts, permissions, and access for business applications while ensuring compliance with organizational policies and security requirements.
• Coordinate and support User Acceptance Testing (UAT), validating application functionality and incorporating user feedback into future enhancements.
• Execute functional, regression, and basic automated testing to verify application quality, performance, and reliability prior to implementation.
• Act as a power user of enterprise productivity and mission-support applications, providing guidance, troubleshooting assistance, and workflow recommendations to end users.
• Deliver instructor-led and one-on-one training sessions to promote effective adoption and use of business applications and technology solutions.
• Monitor application performance, identify recurring issues, and recommend process improvements or system enhancements based on user feedback and operational trends.
• Collaborate with developers, system administrators, and technical teams to escalator complex issues requiring application, interface, or backend modifications.
• Maintain accurate records of incidents, service requests, and resolutions within the organization's IT Service Management (ITSM) platform.
• Support IT change management activities by assisting with planning, testing, documentation, communications, and implementation of application updates and enhancements.
• Assist in maintaining customer satisfaction by providing responsive remote and onsite application support while contributing to the continuous improvement of business applications and digital services.

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 Commercial-off-the-Shelf (COTS) / Government-off-the-Shelf (GOTS) application power-user is required.
• Experience as a power user in all of the following technologies is beneficial: Google Workspace (especially AppSheet), Microsoft 365 (SharePoint), and Slack.
• Demonstrated experience in the translation of end-user needs towards technical/functional requirements for COTS/GOTS applications and implementing technical or process changes to satisfy those needs.
• Demonstrated understanding of industry IT best practices such as ITIL and Agile and their application towards enterprise operating environments.
• Demonstrated strong written and oral communications skills are required.
• Must be able to obtain a Public Trust clearance

Desired Qualifications

• Preferred certifications include: ITIL Foundations, Microsoft 365 Foundations, Google AppSheet Developer Learning Path / Badge, or similar certifications.
• Preferred experience with programming and LCNC

$70,000 - $75,000 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.