Technical Support Analyst (Onsite)

 

Role Description, Day to Day: 

A new online platform called Evoke launched in February for the Office of Charitable and Regulatory Programs, Consumer Protection (CP), to now receive digital applications and renewals from the more than 12,000 charitable organizations that register to solicit funds in the Commonwealth. 

 

This is part of an agency-wide initiative, called NexGen Regulatory Platform, to modernize the use of technology to better serve residents of Virginia as well as make government duties more efficient. The Evoke online platform will be rolled out for about 20 programs over the next decade and is being supported by the Office of Information Systems, Administrative and Financial Services. 

 

Responsibilities 

• Serve as the primary point of contact for end users seeking assistance with a regulatory case‑management or licensing application built on a low‑code platform. 

• 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. 

 

Qualifications  

• Strong customer service skills, with the ability to remain patient, clear, and solution‑oriented when assisting users of varying technical abilities. 

• 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). 

• Strong communication skills, with an ability to translate technical concepts into clear, user‑friendly guidance. 

• Experience supporting government, regulatory, or compliance‑driven applications preferred. 

• Detail‑oriented, organized, and capable of managing multiple requests simultaneously. 

• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk). 

• Ability to work independently while collaborating effectively with cross‑functional teams.  

 

Required/Desired Skills