Associate Systems Specialist

Job description

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. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Systems Specialist based in United States. This is a remote technical support opportunity supporting a mission-critical platform designed to improve the delivery and processing of Veterans benefits. You will serve as a key connection between end users, mission stakeholders, and technical teams, helping ensure issues are resolved efficiently and accurately. The role combines frontline troubleshooting, incident management, user communication, and service documentation. You will also contribute to improving support processes, knowledge resources, and overall system performance. This position offers meaningful exposure to modernization initiatives within a large-scale public-sector environment. It is well suited to a service-oriented technology professional who enjoys solving problems, collaborating with others, and making a measurable operational impact.