Technical Support Specialist - Onsite, In person Interview Local to VA Candidates Preferred

***Mode of Interview*** ***In Person interview**Long term*** Onsite***

Job Description:

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

Skills/Requirements

• Bachelor’s degree in IT or related Required field or equivalent experience Required 15 Years
• 11-15 yrs planning, coordinating, and monitoring project activities Required 11 Years
• 11-15 yrs leading projects, ensuring they are in compliance with established standards/procedures Required 11 Years
• Advanced skills in the creation and maintenance of system documentation, and change management and problem management practices Required 11 Years
• Experience in the computing systems environment with demonstrated ability to manage diverse technologies Required 11 Years
• Demonstrated ability to lead people, teams, and work efforts, including those with non-IT participation. Required 6 Years
• Excellent written and oral communication skills and human relations skills Required 6 Years
• Knowledge of SharePoint 2010/2013 and related technologies. Required 6 Years
• Knowledge of .Net, Powershell, HTML, XML, C#, CSS, Javascript, and supporting libraries such as jquery, etc. Required 5 Years
• Ability to work under pressure Required 4 Years
• Experience with Metalogix, ControlPoint, and Content Matrix 3 Years