Production Support Specialist

AMN Healthcare • San Diego, CA

2d • Onsite

About The Position

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.

Requirements

• 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
• Experience in Service Desk or IT Support environment
• Familiarity with ticketing systems (e.g., ServiceNow)
• Working knowledge of: Windows OS and endpoint troubleshooting, Identity and access management, Enterprise applications (e.g., Microsoft 365, Citrix, VPN)
• 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

Nice To Haves

• CompTIA A+
• CompTIA Network+
• ITIL Foundation

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
• 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
• 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
• 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

Benefits

• AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree