Technical Support Analyst 4

Endurance IT Services • Richmond, VA

7d

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

• Strong customer service and problem-solving skills.
• Experience in a help desk, technical support, application support, or customer support environment.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts in a clear, user-friendly manner.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests while maintaining a high level of customer service.
• Experience using ticketing systems such as ServiceNow, Jira, Freshdesk, or similar platforms.
• Ability to work independently and collaborate effectively with cross-functional teams.

Nice To Haves

• Experience supporting SaaS, low-code, or no-code platforms such as Salesforce, Appian, Microsoft Power Platform, or ServiceNow.
• Experience supporting government, regulatory, licensing, or compliance-based applications.
• Familiarity with user training, knowledge base development, and application testing.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed