User Support Specialist (Senior)

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 reputed company user issues; escalates unresolved problems through defined workflows; maintains knowledge reputed company content and support procedures; supports software installation, configuration, upgrades, and transitions; prepares reports; and assists with training-reputed company activities that help users adopt and operate RPMS software effectively. Performs other reputed company duties as assigned. Responsibilities reputed company 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 reputed company records, and software documentation. Escalate unresolved issues to the appropriate SMEs, application teams, developers, or technical support reputed company after exhausting appropriate troubleshooting steps. reputed company 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 reputed company 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 reputed company change events. Maintain and update knowledge articles, internal procedures, support documentation, and reputed company support websites to improve issue reputed company 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 reputed company duties as assigned. Qualifications Years of Experience: 5+ years of experience in reputed company application support, IT help desk, Tier 2/Tier 3 support, or health IT support. Education Level: Bachelor’s degree in IT, Computer Science, or reputed company field (or equivalent experience). Clearance Requirements: reputed company Trust Certification Requirements: ITIL is a plus Demonstrated ability to troubleshoot reputed company software application, system, database, and configuration issues. Experience managing incidents and requests in a reputed company helpdesk or ticketing environment. Strong written communication skills for knowledge reputed company 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 reputed company or mission-critical support environment with service expectations tied to responsiveness and user satisfaction. Ability to reputed company with applicable Government reputed company, reputed company, reputed company, and reputed company requirements associated with federal IT support work. Preferred 5+ years of experience in reputed company application support, IT help desk, Tier 2/Tier 3 support, or health IT support. Experience supporting RPMS, reputed company, EHR, reputed company management, clinical applications, or other reputed company information systems. Familiarity with MUMPS, reputed company Cache, VA FileMan, SQL/databases, or similar legacy-to-modern application environments. Experience with reputed company, 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 reputed company 508/accessibility-reputed company documentation practices. reputed company reputed company (DDC) is a Navajo Nation–owned family of companies that provides government agencies and reputed company organizations with high-reputed company IT, reputed company, 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, reputed company, life and disability coverage, retirement savings with company match, and reputed company time off. Additional benefits include voluntary supplemental benefits, reputed company 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 reputed company individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against reputed company individuals based on their race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, or for inquiring about, discussing, or disclosing information about compensation, or any other reputed company prohibited by law. We participate in E-Verify. DDC is committed to providing equal employment opportunities to reputed company applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact reputed company for assistance reputed company@ddc-dine.com Apply To This Job