Job Description

Welcome to AMN Healthcare: Where Your Career Becomes the Next Big Success Story!

Ever wondered what it takes to build one of the largest and most successful healthcare staffing and total talent solutions companies?  It takes trailblazers, innovators, and amazing people like you.  At AMN Healthcare, we don’t just offer jobs; we pave the way for incredible careers.

Why AMN Healthcare?  Because You Deserve the Best:

• Forbes Recognition: We don’t just make lists; we make headlines.  AMN Healthcare proudly claims a spot on Forbes’ prestigious lists not once, but twice!  We’re among the “Best Large Employers for Women,” a testament to our commitment to excellence.
• SIA Approval: Acknowledged by Staffing Industry Analysts (SIA) as one of the “Rapidly Advancing Staffing Firms,” we have no plans to decelerate in the future.
• Incredible Futures: Join a team that doesn’t just talk about building the future; we’re shaping it.  Discover how AMN Healthcare is crafting incredible futures, one amazing career at a time.

Job Summary

The Technical Support Team Representative's primary responsibility is to resolve technology issues for our end users, both internal and external.

This position is the first-level technical support for AMN Interpreters and internal team members. TSRs (Technical Support Representative) also provide 2nd line technical support for clients.  These cases tend to be of a more complex technical nature that our Client Support Team Representatives are unable to resolve.  The most complex cases need to be investigated with agree trouble shooting processes and resolved where possible.  Where no resolution can be made, the call should be transferred to our Level 3 (Tier 3 Engineering) team.

Overnight Shift: Thursday thru Sunday 10:00pm to 8:00am CT

Job Responsibilities

• Provides first and second 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.
• Provides PC hardware and software support to end-users.
• Maintains statistical reports and documentation, including problem/trouble and departmental statistical and effectiveness reporting.
• Set up user accounts, process move, transfer and change forms.
• Installs PC and related peripheral equipment for end-users.
• Research, 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.

Key Skills

• Demonstrated ability to coordinate cross-functional work teams towards task completion.
• Strong written and verbal communication skills.
• Ability to understand and train on complex strategies and software features.
• Working knowledge of wireless network access.
• Basic knowledge of IP addressing, DNS, and DHCP.

Education & Years of Experience

• High School Diploma/GED plus 2-3 years of work experience

Minimum Work Experience

• 2+ years of client service and software application experience.
• CompTIA A+ (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.

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 d