Production Support Specialist

Job Description

Welcome to AMN Healthcare - Where Talent Meets Purpose

Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you.

At AMN Healthcare, we don't just offer jobs - we build careers that make a difference.

Why AMN Healthcare? Because Excellence Is Our Standard:

• Named to Becker's Top 150 Places to Work in Healthcare - three years running.
• Consistently ranked among SIA's Largest Staffing Firms in America.
• Honored with Modern Healthcare's Innovators Award for driving change through innovation.
• Proud holder of The Joint Commission's Gold Seal of Approval for Staffing Companies since 2006

Location: San Diego, CA - 5 days onsite is required

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

Incident & Request Management (ITIL-Aligned)

• 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

Customer Experience & Communication

• 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

Technical Troubleshooting & Support

• 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

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

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 in 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

Certifications (Preferred)

• CompTIA A+
• CompTIA Network+
• ITIL Foundation (Preferred)

Technical Experience

• 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)

Behavioral & Cultural Expectations

At AMN Healthcare, success in this role requires more than technical skills:

• 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

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

Our Core Values

• Respect • Passion • Continuous Improvement • Trust • Customer Focus • Innovation

At AMN we embrace the ways we are similar and different; respecting all voices and ensuring everyone has the opportunity to contribute to our collective success. We acknowledge our shared responsibility to foster a welcoming environment where everyone feels recognized and valued. We cast a wide net to recruit and retain competitive talent and build healthcare workforces supportive of the communities we serve. We believe in the power of compassion and collaboration to build healthy communities where access to quality care is available to all. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

At AMN we recognize that in-person connections have value and promote collaboration. You will be expected to come into an AMN Healthcare office at a frequency dependent on the work arrangement for your role.

Pay Rate
$29.50 - $34.75 Hourly
Final pay rate is dependent on experience, training, education, and location.