Production Support Specialist I
Dallas, TX

Job Description

Job Description

The Production Support Specialist provides quality first-level support to IT customers (AMN Team Members) to resolve incidents with a high degree of customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers.

Job Tasks:

* Provides first level assistance for defined problems and escalates tickets as necessary.
* Tracks calls and documents problems into issue tracking software, consults knowledge database to optimize resolutions and follows through on resolution with callers.
* Provide PC hardware and software support to end-user
* Install PC and related peripheral equipment for end-user
* Maintain statistical reports and documentation, including problem/trouble and departmental statistical and effectiveness reporting
* Set up user accounts, process move, transfer and user change forms
* Help maintain inventory control for AMN IT assets
* Set up for meetings, and other AV special requests



Production Support Specialist I

* All duties listed above, plus:
* Researches resolve and respond to questions that require more detailed investigation received via telephone calls, web, voicemail, email, or callbacks in a timely manner, in accordance with current standards and procedures.
* Acquires and maintains current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
* Assists in maintaining and improving AMN's Service Desk and processes, by reading, opening, and/or documenting information into tracking tickets and/or Knowledge Base articles, and escalating to the proper person or department.
* Performs basic end-user training via phone, WebEx, or in person, on software or hardware as needed.
* Assists in the development, updating, and maintenance of our Knowledge Base.

Minimum Education/Certifications:

* High School Diploma or equivalent

Preferred Education/Certifications:

* Degree in computer science or related field
* A+, MCP, or Network + certification



Minimum Experience:

* 1-3 years in computer operations/help desk environment

Preferred Experience:

* (For PSS II or III) 3-5 years in a similar role
* Supervisory experience

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

AMN Healthcare is an EEO/AA/Disability/Protected Veteran Employer

We encourage minority and female applicants to apply

AMN Healthcare is committed to fostering and maintaining a diverse team that reflects the communities we serve. Our commitment to the inclusion of many different backgrounds, experiences and perspectives enables our innovation and leadership in the healthcare services industry.

We value professionalism in everything we do - this includes the professional presence we project as we interact with internal and external customers.