Job#: 3042812 Job Description: Technical Support Analyst 4
Location: Richmond, Virginia (Onsite)
Role Overview
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.
Key Responsibilities
- 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.
Required Qualifications
Experience:- 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, ServiceNow).
- Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
Skills:- 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.
Preferred Qualifications
- Experience supporting government, regulatory, or compliance-driven applications is preferred.
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, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: 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 SupportLinc 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 Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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