End User Support Specialist II

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values‑driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next‑generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. The Job provides advanced technical support and independent resolution for escalated end‑user hardware, software, networking, mobility, identity issues across multiple Microsoft365 and cloud tenants. Serves as a Level2 escalation point for complex incidents and service requests, performs deeper root‑cause analysis, and coordinates with infrastructure, security, application, and vendor teams when broader remediation is required. Installs, configures, upgrades, and maintains endpoint systems and business applications; supports device management, access administration, and standard operating procedures; and contributes to knowledge articles, user training, and process improvements that improve service quality and reduce repeat incidents. Documents, tracks, prioritizes, and monitors incidents and requests to ensure timely resolution, customer satisfaction, and appropriate communication to stakeholders. You will serve as a Level2 escalation resource for complex help desk incidents and service requests from local, remote, and off‑site users; independently assess impact, prioritize work, and drive issues to resolution. Perform advanced troubleshooting for Windows and mobile endpoints, Microsoft365 applications, identity/access issues, network connectivity, printers, peripherals, and line‑of‑business applications; validate root cause and document remediation steps. Administer and support endpoint and user‑management tools such as Active Directory, SCCM/endpoint management platforms, software update services, remote‑support tools, and asset/inventory systems in accordance with established procedures. Plan and execute workstation deployments, relocations, hardware refreshes, software installs, configuration changes, and upgrades while minimizing business disruption and maintaining accurate asset information. Create and maintain high‑quality incident notes, knowledge base articles, troubleshooting guides, and standard operating procedures to improve consistency, first‑call resolution, and handoffs across the support team. Mentor and provide day‑to‑day technical guidance to Level1 Help Desk Technicians; assist with ticket review, quality of documentation, troubleshooting approach, and escalation readiness. Monitor ticket queues, identify trends and recurring issues, recommend preventive actions, and collaborate with IT operations, security, infrastructure, application, and vendor teams on incident resolution and service improvements. Communicate timely updates to users, IT leadership, and stakeholders for high‑impact or time‑sensitive issues; provide management notifications for critical system issues that may impact business operations. Participate in special projects, endpoint/security initiatives, application rollouts, on‑call support, and after‑hours maintenance activities as needed. Maintain current knowledge of assigned technologies, security best practices, support tools, and organizational standards; pursue job‑related training and share relevant learning with the team. We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. Actively support the achievement of SCAN’s Vision and Goals. Other duties as assigned. A background check is required. At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. SCAN is proud to be an Equal Employment Opportunity and Affl The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41CFR60‑1.35(c) Become part of a mission‑driven team that makes a difference in the lives of seniors every day. SCAN has a long history of finding and investing in ways to meet seniors’ needs. This focus is what attracts employees to SCAN. For each and every one of us, the SCAN mission is personal. Your Qualifications Technical expertise - Strong working knowledge of endpoint, identity, Microsoft365, network, and support‑tool troubleshooting for the functional area Problem Solving - Intermediate to advanced analytical and root‑cause troubleshooting skills for escalated incidents Communication - Clear, professional communication with users, technical teams, vendors, and leadership during routine and high‑impact issues Customer Focus - Maintains timely follow‑up, service quality, and user satisfaction while balancing urgency and business impact Team Leadership - Provides peer guidance, knowledge sharing, and support for consistent Level1 escalation handling Advanced troubleshooting and diagnostic skills for hardware, software, endpoint, identity, Microsoft365 and network connectivity issues Strong oral and written communication skills, including clear ticket documentation and stakeholder updates Ability to research, validate, and apply technical information from knowledge bases, vendor documentation, logs, and internal procedures Working‑knowledge of Active Directory/identity administration, endpoint management tools, remote‑support tools, patching/software deployment, and asset‑tracking practices Ability to prioritize incidents and service requests based on urgency, business impact, service levels and customerneeds Ability to mentor Level1 technicians and improve quality of escalations, documentation, and technical handoffs Ability to identify recurring issues, recommend preventive actions, and contribute to service improvement initiatives Understanding of security best practices for endpoint support, access administration, phishing/social engineering awareness, and data protection Ability to coordinate with infrastructure, security, applications and vendors to resolve cross‑functional technical issues Professionalism, discretion, and reliability when handling user issues, confidential information, on‑call duties, and business‑impacting incidents Experience Required 3+ years of progressive help desk, desktop support, or technical support experience, including experience resolving escalated end‑user incidents independently. Working knowledge of Windows endpoint support, Microsoft365 applications, basic networking, Active Directory or identity/access administration, remote‑support tools, ticketing systems, and hardware/software troubleshooting. Demonstrated ability to document technical work clearly, communicate with non‑technical users, prioritize competing requests, and elevate appropriately when issues require specialized teams. Experience Preferred 5+ years of related IT support experience with demonstrated Level2 responsibilities, including escalated incident resolution, endpoint deployment/configuration, Microsoft365 troubleshooting, identity/access support, and participation in IT operations or security‑related projects. Experience mentoring Level1 technicians, maintaining knowledge base content or SOPs, identifying ticket trends, supporting onboarding/offboarding activities, and coordinating with vendors or cross‑functional IT teams. Preferred certifications include CompTIAA+, Network+, Security+, Microsoft365 Fundamentals, Microsoft Endpoint Administrator, or equivalent practical experience. What's in it for you? Hourly Pay Range: $30.77 to $44.52 per hour An annual employee bonus program Robust Wellness Program Generous paid‑time‑off (PTO) 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days Excellent 401(k) Retirement Saving Plan with employer match Robust employee recognition program Tuition reimbursement Why consider a career at SCAN? A competitive compensation and benefits program An annual employee bonus program Generous paid‑time‑off (PTO) Eleven paid holidays per year Excellent Retirement Savings program A work‑life balance An opportunity to become part of a team that makes a difference to our members and our community every day #J-18808-Ljbffr