Applications & Technical Support Technician

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., * 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.

• 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.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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