Associate Systems Specialist

General Dynamics Information Technology

Associate Systems Specialist providing Tier 1 support for GDIT’s VA claims-processing technology. Managing incidents, troubleshooting UCAP issues, and improving service desk documentation and workflows.

Posted 8/15/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $26 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1 technical support, incident management, and user communication while maintaining service quality. Proficient in developing documentation and training materials to enhance service desk operations and support system performance.

Highest-signal resume keywords

Tier 1 Technical SupportIncident ManagementTroubleshootingZendeskITIL Principles

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingIncident DocumentationService Request ManagementUser Communication

Soft Skills

CollaborationVerbal CommunicationWritten CommunicationTask ManagementService Quality

Tools & Technologies

ZendeskServiceNowJira

Certifications & Qualifications

ITIL CertificationPublic Trust (MBI/T2)

Industry Keywords

SOP DevelopmentKnowledge Base ArticlesEnd User SupportVA/VBA ModernizationHelp Desk

Tech Stack

Tools & technologies

ITSMServiceNowVBA

About the role

Key responsibilities & impact

Provide prompt Tier 1 technical support for UCAP end users
Handle intake, triage, and user communication throughout incident and service request lifecycles
Gather incident details and perform initial troubleshooting with end users
Escalate issues for technical investigation and resolution of system defects
Collaborate with senior staff and stakeholders to review, document, and refine service desk operations
Develop and maintain SOPs, user guides, training materials, and knowledge base articles
Identify and escalate emerging incident trends
Support system performance and VA/VBA modernization objectives
Support the UCAP solution and future operations as a bridge between mission stakeholders and technical delivery teams

Requirements

What you’ll need

Bachelor’s degree in Business, a related field, engineering, or a related scientific or technical discipline
2+ years of related experience
Ability to manage and prioritize multiple tasks while maintaining accuracy and service quality
Clear and professional verbal and written communication skills
Collaboration, end user support, technical support, troubleshooting, and Zendesk skills
No clearance currently required
Must be able to obtain and maintain a Public Trust (MBI/T2)
Must provide onsite fingerprinting at a designated facility
Weekend and evening work is required
Travel required: less than 10%
U.S. citizenship is not required
Preferred: 1+ years of technical support, help desk, or IT customer service experience
Preferred: experience documenting incidents, troubleshooting steps, and resolutions in an ITSM platform such as ServiceNow, Zendesk, or Jira
Preferred: familiarity with ITIL incident management principles; active ITIL certification is a plus
Must be on camera during virtual interviews and complete identity verification using biometrics and artificial intelligence

Benefits

Comp & perks

Medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan options
401(k) plan with pre-tax and post-tax contributions and company match
Full flex work weeks where possible
Vacation, sick, and personal time off
Paid holidays
Paid parental leave
Military leave
Bereavement leave
Jury duty leave
15 days of paid leave per calendar year for new employees, prorated based on date of hire
10 paid holidays per year, prorated based on date of hire
Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
Short- and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance
Remote work arrangement