End User Support Specialist I

About the Company

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 $8 billion 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 Role

The Job Help Desk Technicians provide technical support and assistance to users experiencing computer hardware, software, or networking issues across multiple Microsoft 365 and cloud tenants. They troubleshoot problems, diagnose and resolve technical issues, and elevate complex problems to higher-level support teams when necessary. Help Desk Technicians also provide guidance to users on how to use software and hardware effectively and may assist with setting up new equipment or systems. Strong communication skills and technical knowledge are essential for success in this role.

Key Responsibilities

• Provide phone and help-desk support for local and off-site users
• Plan all computer workstation relocations and major moves
• Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting
• Assist in the administration of Active Directory, SCCM, SUS, Dameware and Lansweeper
• Record detailed incident descriptions in the call tracking system and follow-up to resolve issues, ensuring customer satisfaction
• Participate in special projects as required
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Maintain current knowledge of relevant hardware and software applications as assigned
• Provide guidance and work leadership to Help Desk Technicians
• Participate in associated technical and professional societies and related associations with this position
• Respond to all Help Desk calls escalated from Help Desk Technicians
• Further education by attending related classes and seminars as instructed
• Manage workflow and workload amongst the Help Desk Technicians
• Contribute to team effort by accomplishing related results as needed
• Provide management notifications for all critical system issues that are impacting the business
• Participate in on-call rotation support
• Plan the installation, configuration, and upgrade of computer hardware and software

Required Qualifications

• High School Diploma or equivalent experience
• 5+ years of related experience
• Performs work under direct supervision
• Handles basic issues and problems, and refers more complex issues to higher-level staff
• Possesses beginning to working knowledge of subject matter
• Technical expertise – Advanced technical skills for functional area
• Problem Solving – Basic problem solving skills
• Communication – Good communication and interpersonal skills
• Trouble shooting skills
• Oral and written communication skills
• Ability to identify and seek needed information/research skills
• Technical expertise

Benefits

• Hourly Pay Range: $27.98 to $40.45 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

Equal Opportunity and Diversity

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 affirmative action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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. 41 CFR 60-1.35(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. Keeping Seniors Healthy and Independent is both our mission and our passion. That same commitment carries over to our employees. We provide the training, tools and support necessary to do your work. We reward effort and celebrate success. SCAN both develops and attracts people who are leading experts in their respective fields. If the SCAN mission is one you believe in too, we invite you to explore the career opportunities at SCAN.

Benefits Highlights

• 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;
• and An opportunity to become part of a team that makes a difference to our members and our community every day!