Production Support Specialist

Job Summary

The Specialist II, IT Production Support is responsible for delivering high-quality, customer-focused IT support to AMN Healthcare Team Members. This role provides first- and second-level technical support across enterprise systems, ensuring timely resolution of incidents and service requests while adhering to AMN's operational, security, and compliance standards. This position serves as a critical frontline representative of IT, combining technical expertise, customer service excellence, and process discipline to maintain business continuity and enhance the overall end-user experience.

Key Responsibilities

• Serve as the first point of contact for IT incidents and service requests through phone, portal, email, and chat channels

• Accurately log, categorize, prioritize, and route tickets in ServiceNow (or equivalent) in accordance with defined standards

• Perform initial triage, troubleshooting, and resolution for L1/L2 issues

• Escalate complex issues to appropriate L3 teams while maintaining ownership and communication

• Follow established incident, service request, problem, and escalation management processes

• Deliver a high-touch, professional support experience aligned with AMN's customer-first culture

• Communicate clearly, concisely, and professionally with Team Members, leadership, and technical teams

• Set expectations, provide timely updates, and ensure complete resolution before closure

• Support VIP and executive users with elevated responsiveness and discretion

• Support enterprise applications, endpoint devices, collaboration tools, and access-related issues

• Perform root cause analysis for recurring issues and recommend solutions

• Execute standard procedures for account provisioning, password resets, and access requests

• Provide remote and in-person support as required

Qualifications

• Education & Experience: Associate's degree plus 5-7 years of experience OR High School Diploma/GED plus 7-9 years of relevant IT support experience

• Initial intake, triage, and resolution of standard issues

• Execution of documented solutions and known fixes

• Basic troubleshooting of hardware, software, and access issues

• Proper ticket routing and escalation

• Advanced troubleshooting and deeper technical analysis

• Ownership of escalated issues requiring extended investigation

• Coordination with application, infrastructure, or vendor teams

• Identification of root causes and contribution to problem management

• Knowledge Management & Continuous Improvement: Utilize and contribute to the IT Knowledge Base to improve First Contact Resolution (FCR); Document solutions, known issues, and troubleshooting steps for reuse across the team; Identify trends in ticket volumes and recurring issues; recommend improvements or automation opportunities; Actively participate in team knowledge sharing and process improvement initiatives

• Operational Excellence & Performance: Meet or exceed defined performance metrics, including: SLA adherence (response and resolution targets), Ticket quality and documentation standards, Customer satisfaction (CSAT), First Contact Resolution (FCR); Maintain accurate and timely ticket updates, ensuring complete auditability

• Security, Compliance & Risk Management: Adhere to all AMN Healthcare IT, Security, and Privacy policies and procedures; Safeguard sensitive data and ensure compliance with applicable regulatory requirements; Follow strict identity verification and access control protocols when supporting users; Participate in required security training and maintain awareness of evolving threats; Immediately escalate potential security incidents in accordance with established procedures

Behavioral & Cultural Expectations

• Customer-First Mindset: Always prioritize the end-user experience and business impact

• Ownership & Accountability: Take full responsibility for issues from intake through resolution

• Collaboration: Partner effectively across teams to resolve issues and improve service delivery

• Continuous Learning: Stay current with evolving technologies, tools, and processes

• Professionalism: Represent IT with integrity, clarity, and respect in all interactions

Work Environment / Physical Requirements

• Work is performed in an office and/or remote environment

• Ability to operate standard office equipment and computing devices

• Occasional after-hours or on-call support may be required

Pay Rate

Final pay rate is dependent on experience, training, education, and location. Range: $29.50 - $34.75 hourly