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Associate Technical Support Analyst Jobs in Virginia

CYNET SYSTEMS

Technical Support Analyst 4

Richmond, VA · On-site

$30 - $35/hr

Demonstrated customer service experience, preferably in a technical support, help desk, or ... Collaborate with business analysts and developers to communicate recurring issues and recommend ...

CYNET SYSTEMS

Technical Support Analyst 3

Petersburg, VA · On-site

$30 - $35/hr

... technical assistance for applications, hardware, and system-related issues. * Maintain, analyze ... Experience initiating or supporting Electronic Health Records (EHR) implementation. Skills:

nLeague

Technical Support Analyst 2

Culpeper, VA · On-site

Job Id: 762179 Position: Tech Support Analyst 2 Client: VDOT Location: VDOT Culpeper District IT ... end users to resolve technical issues and ensure smooth operation of IT systems. Key ...

CYNET SYSTEMS

Technical Support Analyst 2

Petersburg, VA · On-site

$20 - $25/hr

Enterprise Audiovisual Systems Support experience. * Experience troubleshooting, installing ... Associate degree in Information Technology, Electronics, Audiovisual Technology, or a related field ...

CYNET SYSTEMS

Technical Support Analyst 2

Richmond, VA · On-site

$20 - $22/hr

Strong communication skills, with the ability to explain technical information in a user-friendly ... Support common business applications, email systems, and productivity software. Nice to Have:

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All JobsAssociate Technical Support Analyst JobsAssociate Technical Support Analyst Jobs in Virginia

Associate Technical Support Analyst information

What does an associate technical support analyst do?

An Associate Technical Support Analyst is responsible for providing first-level technical assistance to customers or internal users experiencing issues with software, hardware, or IT systems. They troubleshoot problems, answer questions, document issues, and escalate complex cases to higher-level support teams if needed. Their role is essential in ensuring users can efficiently use technology and that technical issues are resolved quickly to minimize disruption.

What are some typical challenges an associate technical support analyst faces when handling customer issues, and how are they supported in resolving them?

Associate Technical Support Analysts often encounter challenges such as troubleshooting complex technical problems under time pressure, managing multiple support requests simultaneously, and communicating technical information to non-technical users. To help address these, analysts typically receive ongoing training, have access to a knowledge base, and work closely with senior team members for guidance. Regular team meetings and escalation procedures ensure that difficult cases are collaboratively resolved, fostering both learning and effective customer service.

What are the key skills and qualifications needed to thrive as an associate technical support analyst, and why are they important?

To thrive as an Associate Technical Support Analyst, you need a solid understanding of computer systems, troubleshooting methodologies, and a relevant degree or equivalent experience in IT or computer science. Familiarity with ticketing systems, remote desktop tools, and industry-standard software such as Windows, macOS, and basic networking is expected. Strong problem-solving abilities, patience, and effective communication are crucial soft skills for resolving user issues and managing expectations. These skills and qualities are essential to deliver timely technical support, maintain customer satisfaction, and ensure smooth IT operations.

What is the difference between Associate Technical Support Analyst vs Customer Support Specialist?

AspectAssociate Technical Support AnalystCustomer Support Specialist
Required CredentialsAssociate's degree or relevant certifications, technical knowledgeHigh school diploma or equivalent, strong communication skills
Work EnvironmentIT support centers, technical departmentsCall centers, retail, online support
Employer & Industry UsageTech companies, software firms, hardware providersRetail, telecom, service industries
Common Search & ComparisonYesYes

The Associate Technical Support Analyst typically handles technical issues, requiring some technical knowledge and certifications, working mainly in IT or tech environments. Customer Support Specialists focus on customer service and communication skills, often in retail or service sectors. While both roles involve assisting users, the technical depth and work settings differ.

What are the most commonly searched types of Technical Support Analyst jobs in Virginia?

The most popular types of Technical Support Analyst jobs in Virginia are:

What cities in Virginia are hiring for Associate Technical Support Analyst jobs?

Cities in Virginia with the most Associate Technical Support Analyst job openings:

Infographic showing various Associate Technical Support Analyst job openings in Virginia as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 20% Part Time, and 5% Contract. Highlights an 89% Physical, 2% Hybrid, and 9% Remote job distribution.

Technical Support Analyst 4

Richmond, VA • On-site

Endurance IT Services
IT Services • 11 - 50 employees
Learn more about Endurance IT Servicesexternal

Full-time

Re-posted 28 days ago

Job description


We are seeking a customer-focused Technical Support Analyst 4 to support a newly launched digital platform used by charitable organizations throughout the Commonwealth of Virginia. This position plays a critical role in helping users navigate a modern regulatory application system and ensuring a positive customer experience.
The platform is part of a long-term statewide technology modernization initiative designed to improve digital services, streamline regulatory processes, and enhance operational efficiency.
What You'll Do
  • Serve as the primary point of contact for users seeking assistance with a regulatory case management and licensing application.
  • Troubleshoot, diagnose, and resolve application-related issues.
  • Escalate more complex technical issues to appropriate support teams when necessary.
  • Guide users through system functionality, workflows, application submissions, and data entry processes.
  • Document incidents, requests, and resolutions within the ticketing system.
  • Support user onboarding, account access requests, and system orientation.
  • Create and maintain user support materials, including FAQs, knowledge base articles, and quick-reference guides.
  • Perform routine quality assurance checks to identify potential issues and ensure proper system functionality.
  • Collaborate with business analysts, developers, and other stakeholders to communicate recurring issues and recommend improvements.
  • Assist with application updates, release testing, and user communications related to new features.
  • Ensure all support activities comply with agency policies, security standards, and regulatory requirements.
Qualifications
Required
  • 8+ years of experience providing customer service in a technical support, help desk, application support, or customer support environment.
  • 8+ years of experience supporting customers or end users of SaaS and/or low-code/no-code platforms such as ServiceNow, Appian, Microsoft Power Platform, or similar applications.
  • 8+ years of experience testing complex systems and validating that business requirements and user needs are met.
  • Strong customer service, troubleshooting, and problem-solving skills.
  • 8+ years of experience communicating technical concepts in a clear, concise, and user-friendly manner, both verbally and in writing.
  • 8+ years of experience demonstrating strong organizational skills, attention to detail, and the ability to manage multiple requests simultaneously.
  • 8+ years of experience working independently while collaborating effectively with cross-functional teams.
  • Experience documenting incidents, requests, and resolutions within a ticket management system.
  • Ability to create user support documentation, knowledge base articles, and training materials.
Desired
  • 5+ years of experience supporting government, regulatory, licensing, compliance-driven, or public-sector applications.
  • 2+ years of experience using ticket management platforms such as ServiceNow, Jira, Freshdesk, or similar systems.
  • Familiarity with user onboarding, training, and knowledge base development.
  • Experience supporting application releases, user acceptance testing (UAT), and quality assurance activities.
  • Experience working in large-scale technology modernization or digital transformation initiatives.

About Us
At Endurance IT Services, we are passionate about delivering innovative technology and security solutions that protect our clients and enable their success. Our team is built on collaboration, accountability, and a shared commitment to excellence.
We foster an inclusive environment where individuals can grow professionally, make a measurable impact, and build lasting client relationships. If you are looking for a sales role where your efforts directly contribute to company growth and customer success, we'd love to connect with you.

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