Req ID: RQ225242
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: MBI (T2)
Job Family: Technical Support Services
Skills:
Collaboration,End User Support,Technical Support,Troubleshooting,Zendesk (Software)
Experience:
2 + years of related experience
Job Description:
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, empowered teams, and striving for a zero backlog, 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 contribute to the business needs into delivered capabilities and help shape system improvements that deliver measurable outcomes for VBA claims processing.
Whether analyzing user needs, supporting system development, or guiding workflow improvements, you'll enable more intelligent decisions and more effective outcomes in areas like healthcare, benefits delivery, logistics, or compliance.
This role will require you to obtain and maintain a Public Trust and will require you to provide onsite fingerprinting at a designated facility. This investigation may review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications.
Weekend and evening work is required for this role
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.
Required Skills:
Bachelor's degree in Business, related field, engineering or a related scientific or technical discipline
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.
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
The likely hourly rate for this position is between $25.50 - $34.50. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
