User Support Specialist (Senior)

Diné Development Corporation

13d

About The Position

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.

Requirements

• 5+ years of experience in enterprise application support, IT help desk, Tier 2/Tier 3 support, or health IT support.
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Public Trust
• 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 escalate 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.

Nice To Haves

• 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, InterSystems Cache, VA FileMan, 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.

Responsibilities

• 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.

Benefits

• Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program.
• The package also includes educational assistance, with tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level