Technical IT Support - Analyst
On-siteBethesda, Maryland, United States
Job Summary
Collaborate with business stakeholders to gather, analyze, and document requirements, translating user needs into functional application solutions. Create and maintain project artifacts, including process flows, solution designs, and implementation documentation. Develop end-user documentation such as SOPs, guides, and training resources while designing low-code business applications like Google AppSheet. Serve as a primary application support resource by troubleshooting issues, managing user permissions, and coordinating User Acceptance Testing. Execute functional and regression testing to verify application quality before implementation. Act as a power user of enterprise productivity tools, providing guidance and delivering training sessions to promote adoption. Monitor application performance, recommend process improvements, and assist with IT change management activities. Maintain accurate records of incidents and service requests within the ITSM platform.
Required 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
- 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
- Must be able to obtain a Public Trust clearance
Desired Qualifications
- Experience as a power user in all of the following technologies: Google Workspace (especially AppSheet), Microsoft 365 (SharePoint), and Slack
- Preferred certifications include: ITIL Foundations, Microsoft 365 Foundations, Google AppSheet Developer Learning Path / Badge, or similar certifications
- Preferred experience with programming and LCNC
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