VDACS - Technical Support Analyst 4 - IN PERSON IVs Required - 806925
Location
Richmond, Virginia
Interview type
In Person Only
Duration
11 months + High chances of extension
End Client
Virginia Department of Agriculture and Consumer Services - VDACS
Pay Rate
$41/ Hourly/ W2 + $150 bonus every 6 months + $200 per month for medical health insurance reimbursement
Hours per week
40
Job Description: 
Questions
No.
Question
Question1
Role requires 5 workdays onsite, Monday - Friday. If selected does your candidate agree to this arrangement?
Question2
If selected, interviews will be IN PERSON ONLY. No exceptions. Does your candidate agree to this arrangement? If they agree to in person and an interview is requested, then attempt to change to web based (for any reason), they will be removed from the interview process.
Question3
Have you made your candidate aware that there is PARKING is available for this position however there is an out-of-pocket cost of $50 per month? does your candidate agree to this arrangement? 
Onsite Position
Address: Richmond, VA 23219
IN PERSON IVs only! No Exceptions 
Technical Support Analyst - Regulatory Application
LOCATION REQUIREMENT: Work hours, Monday - Friday, must be onsite at the above location in order to access call center system. 
PARKING is available for this position at a cost of $50 per month.  
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.  
CONSULTANT DETAILS:
First name
Middle name (Optional)
Last name
Email address
Phone number
Current location (City, State)
Are you currently employed (Y/N)
If yes, the Last date of the Project
Date of availability
In-person interview (Y/N)
Are there any interviews in the pipeline? (Y/N)
What is your Work Authorization (Required)**
Are you legally authorized to work in the United States for any employer? (Yes/No)
Will you now or in the future require sponsorship for employment authorization? (Yes/No)
Please note: Employment is contingent upon successful completion of Form I-9 employment eligibility verification.
Have you submitted your resume or shared the Right to Represent (RTR) for job ID 806925 through any other vendor?
Have you previously submitted your resume to the Virginia Department of Agriculture and Consumer Services - VDACS? If so, what is the status of your application?"
Open to Relocation (Y/N)
(Relocation costs are at the resource's own expense and WILL NOT BE COVERED OR REIMBURSED)
List 3 recent project locations (City, State)
Required/Desired Skills
Skill
Required /Desired
Amount
Years of Experience
Last Used Year
Extensive experience providing customer service skills, preferably in technical support, help desk, or application support environment.
Required
8
Strong communication skills, with an ability to translate technical concepts into clear, user-friendly guidance.
Required
8
Extensive experience providing customer or technical support for SaaS or low code/no code applications (e.g., ServiceNow, Appian, Power Platform)
Required
8
Experience in testing complex systems to determine that business needs are met.
Required
8
Detail oriented, organized, and capable of managing multiple requests simultaneously.
Required
8
Ability to work independently while collaborating effectively with cross functional teams.
Required
8
Experience supporting government, regulatory, or compliance-driven applications preferred.
Desired
5
Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
Desired
2
virginia Looking for VDACS - Technical Support Analyst 4 - IN PERSON IVs Required, 806925
Referral program: We are constantly on the lookout for professionals to fulfill the IT staffing needs, I would really appreciate If you know someone suitable for this position or any other position that you can refer and ask us about $300 referral fees/incentive policy.
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Business Analyst

Virginia Looking for VDACS - Technical Support Analyst 4 - IN PERSON IVs Required, 806925
