> Markdown version of [/jobs/ext/1937109-user-support-specialist-senior](https://www.wearedevelopers.com/jobs/ext/1937109-user-support-specialist-senior). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # User Support Specialist (Senior) - **Company:** Dine Development Corporation - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Access, Software Applications, Health Informatics, Software Documentation, Databases, Knowledge Management, M Programming Language, Patient Management Software, Software Deployment, SQL Databases, Enterprise Software Applications, Electronic Medical Records, Information Technology, 3-tier Architectures, Intersystems - **Published:** August 5, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9075240/user-support-specialist-senior ## About the Role * 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: 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 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. 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. ## 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., * 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. ## Related Videos - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1520-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [TiDB, One Layer at a Time: How Distributed SQL Became an Agentic AI Backbone](https://www.wearedevelopers.com/videos/100117-tidb-one-layer-at-a-time-how-distributed-sql-became-an-agentic-ai-backbone) - [Automated MS SQL Server database deployments with dacpacs and Azure DevOps](https://www.wearedevelopers.com/videos/334-automated-ms-sql-server-database-deployments-with-dacpacs-and-azure-devops) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know)