Sr. Applications & Technical Support Technician

Apex Systems; Richmond (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

Apex Systems is seeking a Sr Applications & Technical Support Technician to provide advanced technical and application support for enterprise systems in a Richmond, VA onsite environment. The role focuses on escalation of Tier I issues, administration of CJIS-compliant applications, and collaboration with cybersecurity and vendor teams to maintain security and availability.

You will configure and deploy desktops, administer Windows and 365 services, and help coordinate software upgrades,

Qualifications

• Experience providing Tier II technical support in an enterprise IT environment.
• Working knowledge of Microsoft Windows operating systems, Microsoft 365, Active Directory, and enterprise software applications.
• Experience troubleshooting complex desktop, workstation, and enterprise application issues.
• Demonstrated ability to provide exceptional customer service and technical support.
• Strong verbal and written communication skills.
• Ability to obtain and maintain Criminal Justice Information Services (CJIS) security access.

Responsibilities

• Serve as the Tier II escalation point; troubleshoot and resolve complex desktop, laptop, printer, mobile device, and enterprise application issues; perform root cause analysis and document resolutions.
• Support mission-critical law enforcement applications; manage user accounts, security roles, and permissions; coordinate software upgrades and testing.
• Configure, deploy, and support desktops and laptops; maintain Windows and Microsoft 365; perform imaging and deployment.
• Ensure compliance with Commonwealth Information Security Standards and CJIS Security Policy; assist with vulnerability remediation and cybersecurity awareness.
• Deliver professional technical support to staff; create user guides and documentation; assist with end-user training; provide after-hours support as required.

Skills

Advanced Technical Troubleshooting

Customer Service Excellence

Analytical Problem Solving

Collaboration

Communication

Security Mindset

Organization & Time Management

Continuous Learning

Tools

MECM/SCCM

Job description

Job Description

Job#: 3047425

Job Title: Sr Applications & Technical Support Technician

Reports To: IT Service Desk Manager

Location: Richmond, VA (Onsite)

Job Summary

The Sr Applications & Technical Support Technician provides advanced technical and application support for the client by troubleshooting and resolving complex hardware, software, and enterprise application issues. This position serves as the escalation point for Tier I support, administers mission‑critical law enforcement applications, supports workstation deployment and systems administration, consistent with Commonwealth Information Security Standards and Criminal Justice Information Services (CJIS) Security Policy. The role requires exceptional customer service, technical expertise, analytical problem‑solving skills, and the ability to support law enforcement operations in a secure and highly available technology environment.

Key Responsibilities

• Tier II Technical Support: Serve as the escalation point for Tier I support; troubleshoot and resolve complex desktop, laptop, printer, mobile device, peripheral, and enterprise application issues; perform root cause analysis; document resolutions; coordinate issue resolution with infrastructure, cybersecurity, and vendor support teams; maintain incident records and meet established service level agreements (SLAs).
• Enterprise Application Administration: Support mission‑critical law enforcement applications; administer user accounts, security roles, and permissions; coordinate software upgrades, testing, deployment, and validation; assist business owners with application configuration; work with software vendors to resolve application issues; maintain application documentation and standard operating procedures.
• Systems Administration & Equipment Support: Configure, deploy, and support desktop and laptop computers; maintain Microsoft Windows operating systems and Microsoft 365 applications; perform workstation imaging and deployment; install agency‑approved hardware and software; maintain asset inventory records; participate in technology refresh initiatives.
• Information Security & Compliance: Ensure compliance with Commonwealth Information Security Standards and CJIS Security Policy; protect confidential criminal justice information; assist with vulnerability remediation, security updates, and cybersecurity awareness initiatives; maintain least‑privilege access controls; report suspected cybersecurity incidents.
• Customer Service & Project Support: Deliver professional technical support to sworn and professional staff; develop user guides and technical documentation; participate in technology implementation projects; assist with end‑user training; collaborate with internal and external stakeholders; provide after‑hours support as required.

Key Competencies

• Advanced Technical Troubleshooting – Diagnoses and resolves complex application, workstation, and hardware issues while identifying root causes and implementing long‑term solutions.
• Customer Service Excellence – Delivers responsive, professional, and effective support while maintaining positive relationships with agency personnel.
• Analytical Problem Solving – Evaluates technical issues, prioritizes competing demands, and develops effective solutions in a fast‑paced environment.
• Collaboration – Works effectively with network, server, cybersecurity, vendors, business owners, and cross‑functional IT teams to resolve technical issues and support agency initiatives.
• Communication – Communicates clearly and professionally with both technical and non‑technical personnel and produces accurate technical documentation.
• Security Mindset – Demonstrates commitment to protecting sensitive information and maintaining compliance with Commonwealth security standards and CJIS requirements.
• Organization & Time Management – Manages multiple priorities, maintains detailed documentation, and consistently meets established service level expectations.
• Continuous Learning – Maintains technical proficiency through ongoing training and adapts to emerging technologies and evolving business needs.

Success Measures

• Consistently meets or exceeds established service level agreements (SLAs).
• Maintains high customer satisfaction through quality technical support.
• Ensures high availability and reliability of enterprise applications.
• Successfully administers user access with accuracy and compliance.
• Completes workstation deployments and technology refresh activities on schedule.
• Maintains accurate technical documentation and equipment inventory.
• Successfully supports software upgrades and technology implementation projects.
• Achieves compliance with Commonwealth Information Security Standards and CJIS Security Policy.
• Demonstrates professionalism, accountability, and continuous technical improvement.

Qualifications, Education, And Experience

• Experience providing Tier II technical support in an enterprise IT environment.
• Working knowledge of Microsoft Windows operating systems, Microsoft 365, Active Directory, and enterprise software applications.
• Experience troubleshooting complex desktop, workstation, and enterprise application issues.
• Demonstrated ability to provide exceptional customer service and technical support.
• Strong verbal and written communication skills.
• Ability to prioritize multiple assignments and work independently or collaboratively.
• Ability to obtain and maintain Criminal Justice Information Services (CJIS) security access.

Preferred Qualifications

• Three (3) or more years supporting enterprise applications.
• Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM).
• Experience supporting law enforcement or public safety applications.
• ITIL Foundation certification.
• Microsoft certifications.
• CompTIA Security+ or Network+ certification.

Skills, Knowledge, And Abilities

Candidates are required to have experience performing the work summarized in this Job Description and possess advanced technical skills aligned with enterprise application support and systems administration.

• Working knowledge of Microsoft Windows operating systems and Microsoft 365.
• Active Directory administration.
• Enterprise application support and administration.
• Desktop hardware and software troubleshooting.
• Networking fundamentals.
• Cybersecurity best practices.
• Knowledge of Commonwealth of Virginia Information Security Standards.
• Knowledge of Criminal Justice Information Services (CJIS) Security Policy.
• Strong technical troubleshooting and analytical problem‑solving skills.
• Excellent customer service and communication skills.
• Strong technical documentation and incident management skills.
• Ability to diagnose and resolve complex technical issues.
• Ability to communicate effectively with technical and non‑technical users.
• Ability to manage multiple priorities while maintaining confidentiality of sensitive information.
• Microsoft certifications preferred.
• CompTIA Security+, Network+, or equivalent certification preferred.
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams.

Benefits Overview

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
• Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

© 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.