Job description

Help Desk Technician

• Long Beach, CA
• Full-time

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Opportunity

Provide exceptional customer service and technical troubleshooting on a variety of software products and hardware platforms.

You Will

• Provide phone and help-desk support for local and off-site users.
• Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting.
• Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Utilize knowledge of the principles, methods, and processes used in network troubleshooting and support.
• Respond to all Help Desk calls and escalate to Sr. Help Desk Technicians when required.
• Provide management notifications for all critical system issues that are impacting the business.
• Supply information for metrics used in the daily reporting of the health of corporate technical systems.
• Participate in on-call rotation support.
• Participate in the installation, configuration, and upgrade of computer hardware and software.
• Assist in the administration of e-mail systems.
• Participate in special projects as required.
• Maintain current knowledge of relevant hardware and software applications as assigned.
• Participate in associated technical and professional societies and related associations with this position. Further education by attending related classes and seminars as instructed.
• Contribute to team effort by accomplishing related results as needed.

Requirements

Your Qualifications

• Associates Degree in Computer Systems or related field of study (a comparable combination of education/experience and/or training will be considered equivalent to the education listed).
• At least 3-4 years of experience working in a call center help desk environment required.
• Advanced experience with PC software, database software, and working knowledge of Microsoft Office applications.
• Advanced PC hardware experience, including installation and relocation.
• Ability to analyze customer problems by type and severity for problem determination and resolve independently.
• Strong attention to detail.
• Strong interpersonal skills, including excellent written and verbal communication skills.
• Strong organizational skills; Ability to multitask.
• Ability to appropriately maintain confidentiality.
• Strong analytical and critical thinking skills, required.

Covid-19 Vaccination Policy

To ensure a healthy and safe work environment, all SCAN employees will be required to be fully vaccinated by January 1, 2022. Generally, you are considered fully vaccinated 14 days after receiving the last dose, as recommended by the manufacturer, of a vaccine that has been authorized by the FDA for use in the United States, including vaccinations that have been approved pursuant to an Emergency Use Authorization. If fully vaccinated outside of the United States, the vaccination must be listed for emergency use by the World Health Organization (WHO). If you cannot receive the vaccine because of a disability/medical reason or sincerely-held religious belief, you may request an accommodation to this requirement by contacting SCAN. Learn more about the COVID-19 vaccination here - https://www.cdc.gov/coronavirus/2019-ncov/vaccines/index.html.

What's in it for you?

• A competitive compensation and benefits program
• An annual employee bonus program
• Generous paid-time-off (PTO)
• 11 paid holidays per year
• Excellent 401(k) Saving Plan, providing up to 4% match and vesting after three years
• Casual attire
• A work-life balance and much more!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employee will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Job Type: Full-time

Pay: From $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Long Beach, CA 90806: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help Desk: 3 years (Required)

Work Location: One location