End User Support Specialist II

Job description

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 Job Provides advanced technical support and independent resolution for escalated end-user hardware, software, networking, mobility, identity issues across multiple Microsoft 365 and cloud tenants. Serves as a Level 2 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 Level 2 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, Microsoft 365 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 Level 1 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. Your Qualifications Technical expertise - Strong working knowledge of endpoint, identity, Microsoft 365, 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 Level 1 escalation handling Advanced troubleshooting and diagnostic skills for hardware, software, endpoint, identity, Microsoft 365, 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 customer needs Ability to mentor Level 1 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 vendor teams 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, Microsoft 365 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 escalate appropriately when issues require specialized teams. Experience Preferred: 5+ years of related IT support experience with demonstrated Level 2 responsibilities, including escalated incident resolution, endpoint deployment/configuration, Microsoft 365 troubleshooting, identity/access support, and participation in IT operations or security-related projects. Experience mentoring Level 1 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 CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, or equivalent practical experience. Performs work with limited supervision, handles moderately complex to complex issues, recommends improvements, and applies strong working knowledge of help desk operations, endpoint support, and enterprise IT service management practices. 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 An 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. #LI-JB1 #LI-Hybrid Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 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)