Technical Support Analyst 4
Job Location:
Job Location:
Richmond, VA - USA
Monthly Salary:
USD 50000 - 50000
Monthly Salary:
Posted on:
4 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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.
What Youll Do
Required
The platform is part of a long-term statewide technology modernization initiative designed to improve digital services streamline regulatory processes and enhance operational efficiency.
What Youll Do
- 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.
Required
- 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.
- 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.
About Us
At Endurance IT Services we are passionate about delivering innovative technology and security solutions that protect our clients and enable their success. Our team is built on collaboration accountability and a shared commitment to excellence.
We foster an inclusive environment where individuals can grow professionally make a measurable impact and build lasting client relationships. If you are looking for a sales role where your efforts directly contribute to company growth and customer success wed love to connect with you.
Required Skills:
Helpdesk
