End User Support Specialist II - Escalation Expert

SCAN Health Plan; Long Beach, Northern (CA, KY); Hybrid; USD 43,000 - 62,000; Full time

Benefits offered by this job

Annual bonus

Paid time off (PTO)

11 holidays per year

401(k) retirement plan

Tuition reimbursement

Job summary

SCAN Health Plan is seeking a Level2 Help Desk Technician to provide advanced escalation support for Windows endpoints, Microsoft365, and identity issues. You will collaborate with IT operations, security, and vendor teams to diagnose and resolve complex incidents while maintaining accurate documentation and knowledge sharing.

The role involves deploying workstations, managing assets, and mentoring Level1 staff, ensuring timely updates and high-quality service.

Qualifications

• 3+ years of progressive help desk or desktop support experience.
• Experience with Windows endpoint support and Microsoft365 applications.
• Ability to document technical work clearly and communicate with non-technical users.
• Knowledge of Active Directory/identity administration and patching/deployment processes.

Responsibilities

• Provide Level2 escalation for complex incidents and service requests.
• Perform advanced troubleshooting for Windows endpoints, Microsoft365, and network issues.
• Administer and support endpoint management and identity tools (Active Directory, SCCM).
• Mentor Level1 technicians and contribute to knowledge bases and SOPs.

Skills

Technical expertise

Problem solving

Communication

Customer focus

Team leadership

Advanced troubleshooting

Documentation

Mentoring

Security awareness

Cross-functional coordination

Tools

Active Directory

SCCM/Endpoint management

Software update services

Remote-support tools

Asset/inventory systems

Ticketing systems

Job description

SCAN Health Plan is seeking a Level2 Help Desk Technician to provide advanced escalation support for Windows endpoints, Microsoft365, and identity issues. You will collaborate with IT operations, security, and vendor teams to diagnose and resolve complex incidents while maintaining accurate documentation and knowledge sharing.

The role involves deploying workstations, managing assets, and mentoring Level1 staff, ensuring timely updates and high-quality service.