Technical IT Support - Analyst

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 solutionsCreate and maintain project artifacts, including business requirements, process flows, solution designs, and implementation documentationDevelop and maintain end-user documentation, including Standard Operating Procedures (SOPs), user guides, quick reference materials, FAQs, and training resourcesAbility to design, configure, and maintain low-code business applications, including Google AppSheet and Google Sites, to improve business processes and operational efficiencyServe 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 requirementsCoordinate and support User Acceptance Testing (UAT), validating application functionality and incorporating user feedback into future enhancementsExecute functional, regression, and basic automated testing to verify application quality, performance, and reliability prior to implementationAct as a power user of enterprise productivity and mission-support applications, providing guidance, troubleshooting assistance, and workflow recommendations to end usersDeliver instructor-led and one-on-one training sessions to promote effective adoption and use of business applications and technology solutionsMonitor application performance, identify recurring issues, and recommend process improvements or system enhancements based on user feedback and operational trendsCollaborate with developers, system administrators, and technical teams to escalate complex issues requiring application, interface, or backend modificationsMaintain accurate records of incidents, service requests, and resolutions within the organization's IT Service Management (ITSM) platformSupport IT change management activities by assisting with planning, testing, documentation, communications, and implementation of application updates and enhancementsAssist 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 groupsExperience supporting end-user needs as a Commercial-off-the-Shelf (COTS) / Government-off-the-Shelf (GOTS) application power-user is requiredExperience as a power user in all of the following technologies is beneficial: Google Workspace (especially AppSheet), Microsoft 365 (SharePoint), and SlackDemonstrated 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 needsDemonstrated understanding of industry IT best practices such as ITIL and Agile and their application towards enterprise operating environmentsDemonstrated strong written and oral communications skills are requiredMust 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 certificationsPreferred experience with programming and LCNC 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.