Senior Level 2 End User Support Engineer

GRP SCAN Group; City of Long Beach (NY); On-site; USD 43,000 - 62,000; Full time

Benefits offered by this job

Bonus program

Wellness program

PTO

11 paid holidays per year

401(k) Retirement plan

Tuition reimbursement

Job summary

SCAN Health Plan in Long Beach, NY area is seeking a Level2 Help Desk/Desktop Support technician to provide advanced end-user support across Windows, Microsoft 365, identity, and network issues. You will act as escalation point for complex incidents, perform root cause analysis, and coordinate with infrastructure, security, applications, and vendors to resolve problems.

The role requires 3+ years of experience in help desk or desktop support, strong documentation, and mentoring of Level1 staff.

Qualifications

• 3+ years of progressive help desk, desktop support, or technical support experience.
• 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 and prioritize requests.
• Ability to mentor Level1 technicians and contribute to knowledge base content.

Responsibilities

• Serve as Level2 escalation resource for complex incidents and service requests.
• Perform advanced troubleshooting for Windows and mobile endpoints, Microsoft365, identity/access, network, printers, and line-of-business apps.
• Administer Active Directory, SCCM, software update services, and asset/inventory systems.
• Plan workstation deployments, relocations, hardware refreshes, and software installs with minimal disruption.
• Create and maintain incident notes, troubleshooting guides, and SOPs.
• Mentor Level1 Technicians and improve escalation quality.

Skills

Endpoint support

Identity administration

Microsoft 365

Network troubleshooting

Root cause analysis

Documentation

Mentoring Level1

Ticketing systems

Cross-functional collaboration

Security best practices

Tools

Active Directory

SCCM/endpoint management

Software update services

Remote-support tools

Asset/inventory systems

Job description

SCAN Health Plan in Long Beach, NY area is seeking a Level2 Help Desk/Desktop Support technician to provide advanced end-user support across Windows, Microsoft 365, identity, and network issues. You will act as escalation point for complex incidents, perform root cause analysis, and coordinate with infrastructure, security, applications, and vendors to resolve problems.

The role requires 3+ years of experience in help desk or desktop support, strong documentation, and mentoring of Level1 staff.