Technical Support Analyst

# Technical Support Analyst 4 (Onsite) **Location:** Richmond, VA **Job Type:** Long-Term Contract **Work Schedule:** Monday – Friday (100% Onsite) **Interview Process:** In-Person Interview Required ## Job Summary We are seeking a Technical Support Analyst to provide application and end-user support for a modern regulatory case management and licensing platform. The ideal candidate will have strong technical troubleshooting skills, excellent customer service experience, and the ability to support SaaS or low-code applications. ## Responsibilities - Provide technical and application support to end users. - Troubleshoot and resolve application-related issues. - Document incidents and service requests using a ticketing system. - Assist users with system functionality, workflows, and account access. - Support SaaS and low-code applications. - Create and maintain user guides, FAQs, and knowledge base articles. - Perform basic testing during application releases. - Collaborate with Business Analysts and Development teams to resolve issues. - Ensure compliance with organizational security and regulatory standards. ## Required Qualifications - Experience in Technical Support, Application Support, Help Desk, or Service Desk. - Experience with ticketing tools such as **ServiceNow, Jira, or Freshdesk**. - Experience supporting **Salesforce, Appian, Microsoft Power Platform, or other SaaS/Low-Code applications**. - Strong troubleshooting, communication, and customer service skills. - Ability to manage multiple support requests in a fast-paced environment. - Experience supporting government or regulatory applications is a plus. ## Work Authorization Open to authorized U.S. candidates. If you are interested, please apply with your updated resume.