End User Support Specialist I

Help Desk TechnicianFounded 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 JobHelp 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 escalate 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.You Will:Provide phone and help-desk support for local and off-site users Plan all computer workstation relocations and major movesProvide network troubleshooting and support, as well as end-user software and hardware troubleshooting Assist in the administration of Active Directory, SCCM, SUS, Dameware and LansweeperRecord detailed incident descriptions in the call tracking system and follow-up to resolve issues, ensuring customer satisfaction Participate in special projects as requiredApply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions Maintain current knowledge of relevant hardware and software applications as assignedProvide guidance and work leadership to Help Desk Technicians Participate in associated technical and professional societies and related associations with this positionRespond to all Help Desk calls escalated from Help Desk Technicians Further education by attending related classes and seminars as instructedManage workflow and workload amongst the Help Desk Technicians Contribute to team effort by accomplishing related results as neededProvide management notifications for all critical system issues that are impacting the businessParticipate in on-call rotation supportPlan the installation, configuration, and upgrade of computer hardware and softwareWe 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.Your Qualifications:High School Diploma or equivalent experience5+ years of related experiencePerforms work under direct supervisionHandles basic issues and problems, and refers more complex issues to higher-level staffPossesses beginning to working knowledge of subject matter.Technical expertise - Advanced technical skills for functional areaProblem Solving - Basic problem solving skillsCommunication - Good communication and interpersonal skillsTrouble shooting skillsOral and written communication skillsAbility to identify and seek needed information/research skillsTechnical expertise.What's in it for you?Hourly Pay Range: $27.98 to $40.45 per hourAn annual employee bonus programRobust Wellness ProgramGenerous paid-time-off (PTO)11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer daysExcellent 401(k) Retirement Saving Plan with employer matchRobust employee recognition programTuition reimbursementAn opportunity to become part of a team that makes a difference to our members and our community every day!We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!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.