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Technical IT Support Analyst
Job Location:
Job Location:
Bethesda, MD - USA
Yearly Salary:
$ 70000 - 75000
Yearly Salary:
Posted:
21 August 2026 (19 hours ago)
Posted:
Application Deadline:
18 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
mPower Inc.is seeking a Technical IT Support - Analystwill 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 escalate complex issues requiring application interface or backend modifications.
- Maintain accurate records of incidents service requests and resolutions within the organizations 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
Bachelors degree in computer science or information systems business mathematics or related field and 2 years of relevant IT experience OR an associates 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 laymans 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
$70000 - $75000 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
About Company
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 (includ ... View more
