Associate Systems Specialist

Accountabilities

• Provide prompt Tier 1 technical support to platform users, managing incident and service-request intake, triage, communication, tracking, and follow-through.
• Work directly with end users to gather relevant incident information, perform initial troubleshooting, and identify appropriate next steps.
• Escalate technical issues and potential system defects to senior support or technical teams to facilitate timely investigation and resolution.
• Maintain clear and accurate records of incidents, troubleshooting activities, resolutions, and user communications within the appropriate IT service management platform.
• Collaborate with senior staff and mission stakeholders to review and continuously improve service desk operations and support processes.
• Contribute to the creation and maintenance of standard operating procedures, user guides, training materials, and knowledge-base articles.
• Monitor support activity and proactively identify recurring or emerging incident trends that could affect system performance or service quality.
• Help translate user needs and operational challenges into actionable feedback for technical delivery teams and future system improvements.
• Support modernization objectives by contributing to more effective workflows, better user experiences, and reliable service delivery.
• Work scheduled evening and weekend shifts as required to maintain operational support coverage.

Requirements

• Bachelor’s degree in Business, Engineering, a related scientific or technical discipline, or a comparable field.
• At least 2 years of related professional experience, with technical support, end-user support, troubleshooting, or service operations experience strongly valued.
• Preferred experience providing IT help desk, technical support, or customer service within a technology environment.
• Experience documenting incidents, troubleshooting steps, and resolutions using an ITSM platform such as ServiceNow, Zendesk, Jira, or a comparable system.
• Familiarity with ITIL incident management principles is preferred; an active ITIL certification is a plus.
• Strong troubleshooting and analytical abilities, with the capacity to investigate issues methodically and determine when escalation is appropriate.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly and professionally to end users and stakeholders.
• Strong organizational skills and the ability to prioritize and manage multiple requests simultaneously while maintaining accuracy and service quality.
• Collaborative, customer-focused approach with the ability to work effectively with users, senior specialists, and technical delivery teams.
• Ability to work remotely while maintaining responsiveness, accountability, and consistent service standards.
• Willingness and ability to obtain and maintain a Public Trust (MBI/T2) clearance, including completing required onsite fingerprinting and background investigation procedures.
• U.S. citizenship is not required for this position.
• Ability to work approximately 40 hours per week, including required evening and weekend coverage.
• Willingness to travel occasionally, with expected travel of less than 10%.

Benefits

• $25.50–$34.50 estimated hourly rate, with final compensation based on experience, geographic location, and applicable contractual requirements.
• Full-time schedule of approximately 40 hours per week.
• Remote work from anywhere in the United States.
• Multiple medical plan options, including plans with Health Savings Accounts (HSAs).
• Dental and vision insurance options.
• 401(k) retirement plan with employer matching and pre- and post-tax contribution options.
• Paid vacation, sick, personal, and holiday time.
• Paid parental, military, bereavement, and jury-duty leave.
• Typically 15 days of paid leave per calendar year for new employees, prorated based on hire date.
• 10 paid holidays per year, also prorated based on hire date.
• Eligible employees may receive up to 160 hours of paid family leave during a rolling 12-month period.
• Short- and long-term disability coverage.
• Life insurance and accidental death and dismemberment coverage.
• Personal accident, critical illness, and business travel and accident insurance options.
• Flexible work arrangements where operationally feasible.
• Opportunity to contribute to technology modernization initiatives that directly support improved services for Veterans and their families.