End User Support Specialist II

SCAN Health Plan • Long Beach, CA

1d • Hybrid

About The Position

Provides advanced technical support and independent resolution for escalated end-user hardware, software, networking, mobility, and 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.

Requirements

• 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
• 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.

Nice To Haves

• 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.
• Rebels who are curious about AI and its power to transform how we operate and serve our members.

Responsibilities

• 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.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed