Senior MRDSS Support Specialist

JYG Innovations; Montgomery (AL); Hybrid; USD 70,000 - 95,000; Full time

Job summary

JYG Innovations seeks a Senior User Support Specialist to serve as the primary support resource for MRDSS end-users at Gunter AFB. You will work in an Agile environment with software developers, system administrators, and database engineers to ensure operational usability and rapid issue resolution.

The role requires 3–5 years of MRDSS support experience in DoD or healthcare settings, strong Windows skills, and the ability to maintain a DoD security clearance.

Qualifications

• 3–5 years of MRDSS user or technical support experience in healthcare/DoD/enterprise.
• 3–5 years of force readiness reporting (DRRS, DCAPES) and AFMED/A9 Tableau dashboards.
• Knowledge of AF Medical Readiness policies (e.g. DAFI 41-106).
• Experience with Windows-based operating environments.
• Ability to obtain and maintain a DoD security clearance.
• 3–5 years as an MTF-level Medical Readiness officer/NCO/manager (MRM).

Responsibilities

• Act as a senior-level point of contact for user support requests and technical issues related to MRDSS and related applications.
• Provide Tier I-III user support, including troubleshooting system access issues and guiding users through functions.
• Assist in documentation, tracking, and resolving incidents through ticketing systems per SLAs.
• Collaborate with cross-functional teams during Agile development to support enhancements and UAT.
• Monitor user trends, identify recurring issues, and recommend solutions to improve performance and satisfaction.
• Maintain comprehensive support documentation, including guides and knowledge base articles.
• Deliver end-user training and onboarding sessions as needed.

Skills

MRDSS support

DoD env

Windows OS

Troubleshooting

SLA adherence

User training

Clear communication

Security clearance

Education

Associate or Bachelor's degree

Tools

JIRA

Remedy

ServiceNow

Job description

JYG Innovations seeks a Senior User Support Specialist to serve as the primary support resource for MRDSS end-users at Gunter AFB. You will work in an Agile environment with software developers, system administrators, and database engineers to ensure operational usability and rapid issue resolution.

The role requires 3–5 years of MRDSS support experience in DoD or healthcare settings, strong Windows skills, and the ability to maintain a DoD security clearance.