Associate Systems Specialist

Join GDIT where your work will improve outcomes for our Veterans. You will support the Department of Veterans Affairs (VA) with a Veteran-first vision to transform the Veterans Benefits Administration (VBA) with greater visibility into claims processing. Together, we’re building a future of fast, transparent claims, directly supporting Veterans and making a real impact on the lives of those who served. This high-impact solution accelerates the delivery of benefits to Veterans and their families.

As an Associate Systems Specialist supporting the UCAP solution and future operations, you’ll serve as a critical bridge between mission stakeholders and technical delivery teams. This position serves as a frontline support role within the UCAP program, responsible for managing incoming incidents and service requests, collaborating with users and senior staff, and contributing to the ongoing refinement of service desk operations and platform documentation. Your work will help shape system improvements that deliver measurable outcomes for VBA claims processing.

This role will require you to obtain and maintain a Public Trust (MBI/T2) and will require onsite fingerprinting at a designated facility. The investigation may review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications. Weekend and evening work may be required.

Responsibilities

• Provide prompt Tier 1 technical support for UCAP end users, handling intake, triage, and user communication throughout the entire incident and service request lifecycle.
• Collaborate with end users to gather incident details, perform initial troubleshooting, and escalate issues to support timely technical investigation and resolution of system defects.
• Regularly collaborate with senior staff and stakeholders to support the review, documentation, and refinement of service desk operations in alignment with VA and VBA modernization objectives.
• Contribute to the development and maintenance of SOPs, user guides, training materials, and knowledge base articles.
• Proactively identify and escalate emerging incident trends to help prevent service degradation and support overall system performance.

Requirements

• Bachelor’s degree in Business, related field, engineering, or a related scientific or technical discipline.
• 2+ years of related experience.
• Ability to effectively manage and prioritize multiple tasks simultaneously while maintaining accuracy and service quality.
• Ability to communicate clearly and professionally with end users, both verbally and in writing.
• US citizenship is not required.

Preferred Skills

• 1+ years of experience providing technical support, help desk, or customer service in an IT environment.
• Experience documenting incident details, troubleshooting steps, and resolutions within an ITSM platform (ServiceNow, Zendesk, Jira, etc).
• Familiarity with ITIL incident management principles; active ITIL certification is a plus.

Pay

The likely hourly rate for this position is between $25.50 - $34.50. Salary will be set based on experience, geographic location, and possibly contractual requirements and could fall outside of this range.

Schedule

• Scheduled Weekly Hours: 40
• Travel Required: Less than 10%
• Telecommuting Options: Remote Work (Any Location / Remote)

Benefits

• A variety of medical plan options, some with Health Savings Accounts, dental plan options, and a vision plan.
• 401(k) plan with the ability to contribute both pre- and post-tax dollars up to the IRS annual limits and receive a company match.
• Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave. New employees typically receive 15 days of paid leave per calendar year and 10 paid holidays per year (prorated based on hire date).
• GDIT Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12-month period for eligible employees.
• Short- and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.