The Role
Serve as primary user contact for a statewide regulatory case management and licensing application. Troubleshoot and resolve application issues, escalate complex problems, onboard users, maintain tickets and knowledge base content, perform QA checks, support releases and testing, and collaborate with analysts and developers to improve the platform while ensuring compliance with agency policies.
Summary Generated by Built In
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 You'll 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 You'll 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, we’d love to connect with you.
Skills Required
- 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
- 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
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Endurance IT Services is a locally owned IT Services firm specializing in serving businesses in Hampton Roads and the Commonwealth of Virginia, providing Managed IT Services, Cybersecurity Solutions, and IT Consulting to help businesses stay secure and productive.
