Technical Support Analyst 4

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 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 o...