Technical Support Analyst

Richmond, United States | Posted on 07/15/2026

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.

• 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.

• 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 Service Now, 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.

• 5+ years of experience supporting government, regulatory, licensing, compliance‑driven, or public‑sector applications.
• 2+ years of experience using ticket management platforms such as Service Now, 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.