Sr. Applications & Technical Support Technician

Job Description

Job#: 3047425

Job Title: Sr Applications & Technical Support Technician

Reports To: IT Service Desk Manager

Location: Richmond, VA (Onsite)

The Sr Applications & Technical Support Technician provides advanced technical and application support for the client by troubleshooting and resolving complex hardware, software, and enterprise application issues. This position serves as the escalation point for Tier I support, administers mission‑critical law enforcement applications, supports workstation deployment and systems administration, consistent with Commonwealth Information Security Standards and Criminal Justice Information Services (CJIS) Security Policy.

The role requires exceptional customer service, technical expertise, analytical problem‑solving skills, and the ability to support law enforcement operations in a secure and highly available technology environment.

• Tier II Technical Support:
  Serve as the escalation point for Tier I support; troubleshoot and resolve complex desktop, laptop, printer, mobile device, peripheral, and enterprise application issues; perform root cause analysis; document resolutions; coordinate issue resolution with infrastructure, cybersecurity, and vendor support teams; maintain incident records and meet established service level agreements (SLAs).
• Enterprise Application Administration:
  Support mission‑critical law enforcement applications; administer user accounts, security roles, and permissions; coordinate software upgrades, testing, deployment, and validation; assist business owners with application configuration; work with software vendors to resolve application issues; maintain application documentation and standard operating procedures.
• Systems Administration & Equipment Support:
  Configure, deploy, and support desktop and laptop computers; maintain Microsoft Windows operating systems and Microsoft 365 applications; perform workstation imaging and deployment; install agency‑approved hardware and software; maintain asset inventory records; participate in technology refresh initiatives.
• Information Security & Compliance:
  Ensure compliance with Commonwealth Information Security Standards and CJIS Security Policy; protect confidential criminal justice information; assist with vulnerability remediation, security updates, and cybersecurity awareness initiatives; maintain least‑privilege access controls; report suspected cybersecurity incidents.
• Customer Service & Project Support:
  Deliver professional technical support to sworn and professional staff; develop user guides and technical documentation; participate in technology implementation projects; assist with end‑user training; collaborate with internal and external stakeholders; provide after‑hours support as required.

• Advanced Technical Troubleshooting – Diagnoses and resolves complex application, workstation, and hardware issues while identifying root causes and implementing long‑term solutions.
• Customer Service Excellence – Delivers responsive, professional, and effective support while maintaining positive relationships with agency personnel.
• Analytical Problem Solving – Evaluates technical issues, prioritizes competing demands, and develops effective solutions in a fast‑paced environment.
• Collaboration – Works effectively with network, server, cybersecurity, vendors, business owners, and cross‑functional IT teams to resolve technical issues and support agency initiatives.
• Communication – Communicates clearly and professionally with both technical and non‑technical personnel and produces accurate technical documentation.
• Security Mindset – Demonstrates commitment to protecting sensitive information and maintaining compliance with Commonwealth security standards and CJIS requirements.
• Organization & Time Management – Manages multiple priorities, maintains detailed documentation, and consistently meets established service level expectations.
• Continuous Learning – Maintains technical proficiency through ongoing training and adapts to emerging technologies and evolving business needs.

• Consistently meets or exceeds established service level…