Senior User 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

About JYG Innovations

JYG Innovations (JYG) is a professional solutions and services company focused on providing innovative and exceptional service in the Defense, State/Local and Commercial sectors. With a primary focus on IT Solutions, Cyber Security, Research and Analysis, and Medical/Clinical Staffing, JYG continues to receive exceptional customer satisfaction surveys due to the outstanding technical expertise and performance of its employees and strategic partners.

As a member of JYG Innovations you will find that our team's collective passion, expertise and ideas contribute not only to a productive work environment, but a thriving and fulfilling employee culture. JYG places employees at the top of our core values as we believe our employees are the ultimate representation of our company and are crucial to our success and highly respected reputation. As a result, we place high priority on individual and team development, collaboration and a commitment to moving forward-together.

Job Title: Senior User Support Specialist

Location: Gunter AFB, AL

Employment: Full Time, Hybrid, Remote

Targeted Start Date: July 7, 2025

Benefits:

JYG offers exceptional benefits, including Medical/Dental/Vision, short and long-term disability, life insurance, paid vacation, paid holidays, 401(k) and semi-monthly direct deposit.

Overview:

The Senior User Support Specialist will serve as the primary support resource for end-users of the Medical Readiness Decision Support System (MRDSS), helping ensure continued access to the application and operational usability.

The Senior User Support Specialist will work within an Agile development environment alongside software developers, system administrators, and database engineers to support system usability, issue resolution, and continuous improvement of these web-based tools.

Key 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, guiding users through application functions, and escalating unresolved problems to technical teams.
• Assist in the documentation, tracking, and resolving incidents through established ticketing systems in alignment with Service Level Agreements (SLAs).
• Collaborate with cross-functional teams during the Agile software development cycle to support system enhancements, user acceptance testing (UAT), and deployments.
• Monitor user trends, identify recurring issues, and recommend solutions to improve system performance and user satisfaction.
• Maintain comprehensive support documentation, including user guides, FAQs, knowledge base articles, and training materials.
• Deliver end-user training and onboarding sessions as needed to enhance proficiency, facilitate processes and procedures, ensure data accuracy and policy compliance.
• Ensure all support activities adhere to Air Force cybersecurity policies, privacy regulations, and information assurance requirements.

Required Qualifications:

• Associate or bachelor's degree in a field complimentary to the duties to be performed
• 3-5 years of experience providing MRDSS user or technical support in a healthcare, DoD, or enterprise environment.
• 3-5 years of experience in force readiness reporting (DRRS, DCAPES) and familiarity with the Tableau dashboards generated by AFMED/A9.
• In-depth knowledge of AF Medical Readiness policies (e.g. DAFI 41-106 and other relevant publications).
• Strong familiarity with Windows-based operating environments.
• Proven ability to provide clear, empathetic, and technically sound support to both technical and non-technical users.
• Ability to obtain and maintain a DoD security clearance.
• 3-5 years of experience as an MTF-level Medical Readiness officer/NCO/manager (MRM).

Preferred Qualifications:

• MTF level medical logistics experience and/or 2-3 years air staff, MAJCOM or air component command experience in readiness, plans, logistics. or ops at a minimum.
• Experience supporting Health IT applications within the military or federal healthcare space.
• Understanding of Agile development methodologies and collaborative support practices.
• Familiarity with web-based ticketing tools, such as JIRA, Remedy, ServiceNow.
• Certifications such as CompTIA Security+, ITIL, or HDI Support Center Analyst.

JYG Innovations is committed to hiring and retaining a diverse workforce. JYG Innovations is an equal opportunity/affirmative action employer and does not discriminate on the basis of race, color, creed, sex, national origin, religion, age, disability, pregnancy or veteran status. We welcome the employment of women, minorities, veterans and individuals with disabilities in our workforce. If you are in need of special assistance, please contact our Human Resources Department. Interested parties may view our Affirmative Action Plan for Veterans and Individuals with Disabilities by contacting the Human Resources Department. JYG Innovations participates in E-Verify.