About this role
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 HealthPlan. Level 1 and Level 2 technical 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.