End User Support Specialist II

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 $8billion 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 Level2 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 Level2 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 Level1 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…