User Support Specialist; Senior

Job Title: User Support Specialist (Senior)

Location : Remote

Position Type: Full time

Req : JR100276

The User Support Specialist (Senior) provides advanced technical support for the Indian Health Service Resource and Patient Management System (RPMS) environment, including applications, systems, databases, and site-specific configurations. This role analyzes, diagnoses, and resolves complex user issues; escalates unresolved problems through defined workflows; maintains knowledge base content and support procedures; supports software installation, configuration, upgrades, and transitions; prepares reports; and assists with training-related activities that help users adopt and operate RPMS software effectively.

Performs other related duties as assigned.

• Provide advanced technical support for RPMS applications, systems, databases, and business-function issues.
• Analyze incoming incidents and service requests, troubleshoot problems, and resolve issues using technical expertise, knowledge base records, and software documentation.
• Escalate unresolved issues to the appropriate SMEs, application teams, developers, or technical support groups after exhausting appropriate troubleshooting steps.
• Track incidents and requests from intake through closure using Government-provided tools and IHS-defined workflows.
• Prioritize urgent and critical tickets in accordance with established support guidelines.
• Assist users with site-specific configuration issues and provide remote or approved onsite support as needed.
• Install and configure RPMS software in support environments and build expertise that can be used to assist customer sites with setup and installation.
• Support users during software upgrades, patching activities, version transitions, and related change events.
• Maintain and update knowledge articles, internal procedures, support documentation, and related support websites to improve issue resolution and user self-service.
• Help maintain helpdesk tool configuration, tables, and audit support associated with RPMS Tier 3 user support.
• Prepare user support reports, dashboards, and other management reporting as requested.
• Support training and user adoption activities as needed, including helping prepare the field for new or updated software capabilities.
• Performs other related duties as assigned.

• Years of
  
  Experience:
  
  5+ years of experience in enterprise application support, IT help desk, Tier 2/Tier 3 support, or health IT support.
• Education Level: Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• Clearance Requirements:
  Must be a U.S. Citizen with a Public Trust or the ability to obtain a Public Trust
• Certification Requirements: ITIL is a plus
• Demonstrated ability to troubleshoot complex software application, system, database, and configuration issues.
• Experience managing incidents and requests in a structured helpdesk or ticketing environment.
• Strong written communication skills for knowledge base articles, procedures, and support documentation.
• Ability to work across technical and functional teams to triage and elevate issues appropriately.
• Ability to support software installation, configuration, upgrades, and user transition activities.
• Ability to produce reports and communicate ticket status, trends, and recurring issues to management.
• Ability to work in a healthcare or mission-critical support environment with service expectations tied to responsiveness and user satisfaction.
• Ability to comply with applicable Government privacy, security, onboarding, and access requirements associated with federal IT support work.

• 5+ years of experience in enterprise application support, IT help desk, Tier 2/Tier 3 support, or health IT support.
• Experience supporting RPMS, VistA, EHR, practice management, clinical applications, or other healthcare information systems.
• Familiarity with MUMPS, Inter Systems Cache, VA File Man, SQL/databases, or similar legacy-to-modern application environments.
• Experience with knowledge management, SOP maintenance, and user-facing technical documentation.
• Familiarity with ITIL-based incident, request, and escalation practices.
• Experience supporting software deployments, upgrades, and customer transition events.
• Experience supporting user training, job aids, or end-user adoption efforts.
• Exposure to Section 508/accessibility-aware documentation practices.

Din Development Corporation (DDC) is a Navajo Nation owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve.

• Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off.
• Additional benefits include voluntary supplemental benefits, access to an employee assistance…