Associate Systems Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver timely Tier 1 technical support for UCAP end users.

• Manage the intake, triage, and user communication throughout the incident and service request processes.

• Collect incident details and conduct initial troubleshooting with end users.

• Escalate issues for technical assessment and resolution of system defects.

• Work collaboratively with senior staff and stakeholders to review, document, and enhance service desk operations.

• Create and maintain Standard Operating Procedures (SOPs), user guides, training materials, and knowledge base articles.

• Recognize and escalate emerging trends in incidents.

• Assist in system performance and support VA/VBA modernization goals.

• Serve as a liaison between mission stakeholders and technical delivery teams to support the UCAP solution and future operations.

⛳️ Requirements

• Bachelor’s degree in Business, a related field, engineering, or a comparable scientific or technical discipline.

• Over 2 years of relevant experience.

• Capability to manage and prioritize multiple tasks while ensuring accuracy and quality of service.

• Strong verbal and written communication skills in a professional context.

• Skills in collaboration, end user support, technical support, troubleshooting, and Zendesk.

• No security clearance is currently necessary.

• Must be able to secure and maintain a Public Trust (MBI/T2).

• Onsite fingerprinting at a designated location is required.

• Availability for weekend and evening work is necessary.

• Travel requirements: less than 10%.

• U.S. citizenship is not a prerequisite.

• Preferred: At least 1 year of experience in technical support, help desk, or IT customer service.

• Preferred: Experience in documenting incidents, troubleshooting steps, and resolutions within an ITSM platform such as ServiceNow, Zendesk, or Jira.

• Preferred: Familiarity with ITIL incident management principles; active ITIL certification is advantageous.

• Must be on camera during virtual interviews and complete identity verification utilizing biometrics and artificial intelligence.

🏝️ Benefits

• Options for medical plans, including some with Health Savings Accounts.

• Choices for dental plans.

• Vision plan options.

• 401(k) plan featuring pre-tax and post-tax contributions alongside company matching.

• Flexible work weeks whenever feasible.

• Vacation, sick, and personal time off.

• Paid holidays.

• Paid parental leave.

• Military leave.

• Bereavement leave.

• Jury duty leave.

• 15 days of paid leave annually for new employees, prorated based on the date of hire.

• 10 paid holidays per year, prorated based on the 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 arrangements.