Technical Support Analyst 4

Datasoft Technologies

Richmond, VA

Apply

JOB DETAILS

SKILLS

Administrative Skills, Analysis Skills, Atlassian JIRA, Best Practices, Business Analysis, Call Centers, Certified Case Manager (CCM), Communication Skills, Consumer Protection, Consumer Regulations, Cross-Functional, Customer Relations, Customer Support/Service, Data Entry, Detail Oriented, Documentation, Financial Services, Frequently Asked Questions (FAQ), Fundraising, Government, Government Regulations, Help Desk Software, Identify Issues, Information Systems/Technology IS/IT Administration, Information/Data Security (InfoSec), Knowledge Base, Maintain Compliance, Microsoft Product Family, Onboarding, Operational Strategy, Organizational Skills, People Management, Product/Service Launch, Regulations, Regulatory Compliance, Regulatory Requirements, Resolve Customer Issues, Salesforce.com, ServiceNow, Software Administration, Software as a Service (SaaS), System Validation, Technical Support, Time Management

LOCATION

Richmond, VA

POSTED

12 days ago

Technical Support Analyst - Regulatory Application
Job Type: Contract
Interview Type: IN PERSON ONLY (No Exceptions)
Location: 102 Governor St., Richmond, VA 23219
Work Schedule: Monday Friday
Work Arrangement: 100% Onsite (5 Days/Week)
Submission Deadline: By 4:00 PM EST on Tuesday, 7/21
Parking: Available at a cost of $50 per month.

Important Requirements

IN PERSON Interviews Only No Exceptions
100% Onsite Requirement: 5 workdays onsite (Monday Friday)
Candidates must be onsite at 102 Governor St., Richmond, VA 23219 to access the call center system.
No remote or hybrid option.

Role Description
A new online platform called Evoke launched in February for the Office of Charitable and Regulatory Programs, Consumer Protection (CP), to receive digital applications and renewals from 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, designed to modernize technology and improve services for Virginia residents while making government operations more efficient.
The Evoke online platform will be rolled out for approximately 20 programs over the next decade and is 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 the 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.

About the Company

Datasoft Technologies

Incorporated in 1994, DataSoft Technologies, Inc. is a customer-focused consulting and staffing services organization that provides solutions across all disciplines of business, including Engineering, Finance, Information Technology, Professional, Consulting, and software development. Its staff augmentation and business solutions provide a flexible, integrated workforce available for contract to hire—or permanent placement—with companies in the private and public business sectors. The company serves a broad range of businesses in the automotive, financial services, insurance, manufacturing, media and entertainment, software and telecommunications industries.

COMPANY SIZE

20 to 49 employees

INDUSTRY

Computer/IT Services

FOUNDED

1994

WEBSITE

http://www.datasoft-tech.com

Technical Support Analyst 4

Datasoft Technologies

Richmond, VA

About the Company

Datasoft Technologies

Similar Job Searches