User Support Specialist (Senior)

DDC IT SERVICES LLC; Scottsdale (AZ); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement plan

Paid time off

Tuition reimbursement

Job summary

Diné Development Corporation (DDC) is hiring a Senior User Support Specialist to provide advanced RPMS-related technical support for applications, systems, databases, and site-specific configurations. You will analyze, troubleshoot, and resolve complex user issues, escalate when needed, and maintain knowledge base content and support procedures.

You will support software installation, upgrades, and transitions, prepare reports, and assist with training to help users adopt RPMS effectively.

Qualifications

• 5+ years of experience in enterprise application support or health IT support.
• Bachelor's degree in IT, Computer Science, or related field (or equivalent).
• U.S. Citizen with a Public Trust or ability to obtain a Public Trust.
• ITIL knowledge is a plus.
• Experience managing incidents and requests in a structured helpdesk environment.
• Strong written communication for knowledge base articles and procedures.

Responsibilities

• Provide advanced technical support for RPMS applications, systems, databases, and business-function issues.
• Analyze incidents and service requests, troubleshoot problems, and resolve issues using knowledge base and documentation.
• Escalate unresolved issues to SMEs, application teams, developers, or technical support groups after exhausting troubleshooting steps.
• Track incidents and requests from intake through closure using government-provided tools and workflows.
• Prioritize urgent and critical tickets per support guidelines.
• Prepare user support reports, dashboards, and training materials; assist with user adoption.

Skills

Troubleshooting

Incident management

Technical support

Remote support

Communication

Training support

Knowledge base

Education

Bachelor's degree in IT/CS or related field

Equivalent experience

Tools

RPMS

VistA

SQL

InterSystems Cache

VA FileMan

MUMPS

Ticketing systems

Documentation

Job 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.ResponsibilitiesProvide 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.QualificationsYears 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 TrustCertification Requirements: ITIL is a plusDemonstrated 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.Preferred5+ 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 UsDiné 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.BenefitsEligible 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 StatementThis 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]