User Support Specialist (Senior)

Dine Development Corporation; Arizona; Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement match

Paid time off

Job summary

Din Development Corporation seeks a Senior User Support Specialist to provide advanced technical support for RPMS applications, systems, and databases in healthcare environments. You will diagnose complex issues, manage incidents, and contribute to knowledge base content and training materials.

The role requires 5+ years in enterprise application support, a Bachelor’s degree, and US citizenship with ability to obtain Public Trust.

Qualifications

• 5+ years 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).
• Clearance: U.S. Citizen with Public Trust or ability to obtain Public Trust.
• ITIL certification is a plus.

Responsibilities

• Provide advanced technical support for RPMS applications, systems, databases, and business-function issues.
• Analyze incidents and service requests; troubleshoot and resolve issues using knowledge base content and documentation.
• Escalate unresolved issues to SMEs, teams, or support groups after exhaustive troubleshooting.
• Track incidents and requests from intake through closure using Government tools and workflows.
• Prioritize urgent tickets according to guidelines.
• Assist users with configuration issues and provide remote or onsite support as needed.
• Install and configure RPMS software in support environments; build expertise to assist client sites.

Skills

Communication skills

Team collaboration

Technical troubleshooting

Education

Bachelor's degree in IT/CS or related field

ITIL certification (preferred)

Tools

Ticketing system experience

Job description

Job Title: User Support Specialist (Senior)

Location : Remote

Position Type: Full time

Req ID: JR100276

Description

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.

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.

Qualifications

• 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.

Preferred

• 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.

About Us

Din Development Corporation (DDC) is a Navajo Nationowned 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.

Benefits

• 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 program, and educational assistance with tuition reimbursement.

Equal Opportunity & Compliance Statement

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law.

We participate in E-Verify.

DDC is committed to providing equal employment opportunities to all applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance [e-mail]

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