Technical Support Analyst 4

Endurance IT Services•Richmond, VA

About The Position

We are seeking a customer-focused Technical Support Analyst 4 to support a newly launched digital platform used by charitable organizations throughout the Commonwealth of Virginia. This position plays a critical role in helping users navigate a modern regulatory application system and ensuring a positive customer experience. The platform is part of a long-term statewide technology modernization initiative designed to improve digital services, streamline regulatory processes, and enhance operational efficiency.

Requirements

8+ years of experience providing customer service in a technical support, help desk, application support, or customer support environment.
8+ years of experience supporting customers or end users of SaaS and/or low-code/no-code platforms such as ServiceNow, Appian, Microsoft Power Platform, or similar applications.
8+ years of experience testing complex systems and validating that business requirements and user needs are met.
Strong customer service, troubleshooting, and problem-solving skills.
8+ years of experience communicating technical concepts in a clear, concise, and user-friendly manner, both verbally and in writing.
8+ years of experience demonstrating strong organizational skills, attention to detail, and the ability to manage multiple requests simultaneously.
8+ years of experience working independently while collaborating effectively with cross-functional teams.
Experience documenting incidents, requests, and resolutions within a ticket management system.
Ability to create user support documentation, knowledge base articles, and training materials.

Nice To Haves

5+ years of experience supporting government, regulatory, licensing, compliance-driven, or public-sector applications.
2+ years of experience using ticket management platforms such as ServiceNow, Jira, Freshdesk, or similar systems.
Familiarity with user onboarding, training, and knowledge base development.
Experience supporting application releases, user acceptance testing (UAT), and quality assurance activities.
Experience working in large-scale technology modernization or digital transformation initiatives.

Responsibilities

Serve as the primary point of contact for users seeking assistance with a regulatory case management and licensing application.
Troubleshoot, diagnose, and resolve application-related issues.
Escalate more complex technical issues to appropriate support teams when necessary.
Guide users through system functionality, workflows, application submissions, and data entry processes.
Document incidents, requests, and resolutions within the ticketing system.
Support user onboarding, account access requests, and system orientation.
Create and maintain user support materials, including FAQs, knowledge base articles, and quick-reference guides.
Perform routine quality assurance checks to identify potential issues and ensure proper system functionality.
Collaborate with business analysts, developers, and other stakeholders to communicate recurring issues and recommend improvements.
Assist with application updates, release testing, and user communications related to new features.
Ensure all support activities comply with agency policies, security standards, and regulatory requirements.