Technical IT Support

Technical IT Support - Analyst

Job Description:

This role is part of a lean, highly integrated team consisting of an Application Developer, Business Analyst, and Project Manager who work closely together to deliver technology solutions that meet evolving business needs. The position requires daily interaction with clients and stakeholders to gather requirements, translate business needs into technical solutions, provide user support and training, and ensure successful application delivery. Success in this role depends on strong communication and collaboration skills, especially with non-technical audiences, while working effectively across cross-functional teams.

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 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