Job Description

Job Summary

The IT Support Specialist II provide 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.

Day Shift: Tues-Sat 8-5pm ET or Night Shift:Thurs-Sun 11pm-9am ET

Job Responsibilities

• Provides first-level assistance for defined problems and escalates tickets as necessary.
• Tracks call and documents problems into issue tracking software consults knowledge database to optimize resolutions, and follows through on resolution with callers.
• Provides PC hardware and software support to end-user; Acquires and maintains current knowledge of relevant products (software and hardware) and support policies in order to deliver accurate solutions to customers.
• Maintains statistical reports and documentation, including problem/trouble and departmental statistics and effectiveness reporting.
• Set up user accounts, process moves, transfers, and user change forms; Installs PC and related peripheral equipment for end-users.
• Researches, resolves, and responds to questions requiring more detailed investigation received via telephone calls, web, voicemail, email, or callbacks in a timely manner, per current standards and procedures.
• Assists in maintaining and improving AMN’s Service Desk and processes, by reading, opening, and/or detailing information into supervising tickets and escalating to the accurate person or department.
• Performs basic end-user training via phone, Teams, or in person, on software or hardware as needed.

Qualifications

Education & Years of Experience

• High School Diploma/GED plus 2-5 years of work experience

Certifications

• CompTIA A+ (Preferred)
• Microsoft 365 Certified Fundamentals (Preferred)

Additional Experience

• Experience in computer operations/help desk environment
• Experience in a similar role preferred

Work Environment / Physical Requirements

• Work is performed in an office/home office environment.
• Team Members must have the ability to operate standard office equipment and keyboards.
• Team members may be asked to lift, carry, push, or pull objects. This position requires the ability to move equipment or packages up to 10 pounds. Team members may occasionally ascend/descend a ladder to service the lights and/or ceiling fans. Team members may also be asked to install or service equipment, including under desks, resulting in kneeling, stooping, or crouching.

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 Healthcare, our diversity, equity, and inclusion philosophy is grounded in the belief that we should respect all voices, seek different perspectives, and succeed when we act together as a positive force for all of humanity. AMN Healthcare strives to foster a workplace of belonging where all team members can be their authentic selves, where we can apply our collective skills to innovate solutions that empower the future of care. AMN Healthcare is an equal opportunity employer.

Pay Rate

$22.75 - $26.75 Hourly

Final pay rate is dependent on experience, training, education, and location.