Technical Support Analyst

Yakshna Solutions, Inc., (YSI) is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business enterprises, headquartered in Herndon, VA, USA. YSI provides professional IT solutions and services to business corporations and government organizations. YSI is committed to serving business communities as a leading IT vendor providing innovative, quality, and cost-effective IT business solutions and services.

We offer a competitive benefits package that includes the following: 401(k), health, dental, and vision insurance, life insurance, short-term and long-term disability insurance, paid time off, training, and professional development assistance.

Our Client is seeking a Technical Analyst to help support a new online platform.

Job Responsibilities

• Serve as the primary point of contact for end users seeking assistance with a regulatory casemanagement or licensing application built on a lowcode platform.
• Triage, diagnose, and resolve userreported 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 userfriendly support materials such as quickstart guides, FAQs, and knowledgebase 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 datasecurity standards. Develop and execute testing strategies, including user acceptance testing to ensure successful delivery of platform capabilities.

Required Skills & Experience

• Strong customer service skills, with the ability to remain patient, clear, and solutionoriented 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 lowcode/nocode applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).
• Strong communication skills, with an ability to translate technical concepts into clear, userfriendly guidance.
• Experience supporting government, regulatory, or compliancedriven applications preferred.
• Detailoriented, 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 crossfunctional teams.