Technical Support Analyst - IN PERSON IVs

Job#: 3042812

Job Description:
Technical Support Analyst 4

Location: Richmond, Virginia (Onsite)

We are seeking a Technical Support Analyst to serve as the primary point of contact for end-users of a regulatory case-management and licensing application. This role involves supporting a new online platform, which is part of a larger agency-wide initiative to modernize technology and improve service delivery for various state programs. The position requires working onsite five days a week.

• Serve as the primary point of contact for end-users seeking assistance with the regulatory application.
• Triage, diagnose, and resolve user-reported issues, escalating to technical teams when needed.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document all requests, incidents, and resolutions in the organization’s ticketing system.
• Assist with onboarding new users, including account access requests and orientation to system features.
• Assist in updating and maintaining user-friendly support materials such as quick-start guides, FAQs, and knowledge-base articles.
• Conduct routine quality checks to validate system behavior and identify potential issues proactively.
• Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
• Support release cycles by helping test new features, documenting results, and guiding users through changes.
• Ensure all support activities align with agency policies, regulatory requirements, and data-security standards.

• Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.
• Experience providing customer or technical support for SaaS or low-code/no-code applications (e.g., Salesforce, Appian, Microsoft Power Platform, Service Now).
• Familiarity with ticket management systems (e.g., Service Now, Jira, Freshdesk).

• Customer service skills, with the ability to remain patient and solution-oriented when assisting users of varying technical abilities.
• Communication skills to translate technical concepts into clear, user-friendly guidance.
• Detail-oriented, organized, and capable of managing multiple requests simultaneously.
• Ability to work independently while collaborating effectively with cross-functional teams.

• Experience supporting government, regulatory, or compliance-driven applications is preferred.

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
• Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach.
• You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards,…