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