Support Engineer

Job Description

Job Title: Support Engineer /Sr. Support Engineer

Job Summary: We are seeking a skilled and customer-focused IT Helpdesk Support Technician to provide Level 1 & 2 IT assistance for SCAN Health Plan.

Key Responsibilities:

• Provide first and second-level technical support to users via phone, email etc.
• Working on Service requests and resolving them in a timely manner.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems and applications.
• Escalate complex issues to higher-level support teams when necessary.
• Document support activities and maintain accurate records in the ticketing system.
• Assist with onboarding and offboarding of employees including account setup and equipment provisioning.
• Ensure compliance with IT policies and procedures.

Qualifications:

• Associate's degree in Information Technology or related field (Bachelor's preferred).
• 1-3 years of experience in IT support or helpdesk role.
• Proficiency in Windows operating systems.
• Familiarity with Active Directory, Office 365, and remote desktop tools.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.

Working Conditions:

• Full-time position with standard office hours (8AM - 5PM PST).
• May require occasional evening or weekend work for a process requirement or emergencies.