IT Support Engineer

About Integrated Specialty Coverages Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market.   Backed by one of the leading private equity firms, Onex Partners, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and “Main Street USA”, we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we’re building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners. Job Summary ISC is seeking a skilled and customer-focused Level 2 Helpdesk Technician to join our IT team. This role is responsible for a combination of Level 1 and Level 2 support responsibilities, working closely with Helpdesk staff to provide technical support and ensure timely resolution of end-user issues. The position includes triaging of tickets, advanced troubleshooting, Microsoft 365 administration, permissions management, and general IT support. The ideal candidate will have hands-on experience with Azure Virtual Desktop (AVD), Microsoft Intune, and modern endpoint management technologies. The successful candidate will be a collaborative team player who can assist with escalations, share technical knowledge, and contribute to continuous improvement of IT processes and service delivery. Position Responsibilities User Support Will provide support for 5 offices and all remote users across the enterprise. Provide responsive, customer-focused support through phone, chat, and ticketing platforms (experience with Atera is a plus). Translate technical issues into clear, actionable solutions for non-technical users. Escalation and Troubleshooting Triage and resolve technical issues involving end-user hardware, software, operating systems, Microsoft 365 services, permissions, and remote connectivity tools. Escalate issues when necessary to not disrupt end-user productivity System Administration & Deployment Provision and manage Microsoft 365 accounts, including shared mailboxes, distribution lists, Teams, and OneDrive. Administer Active Directory and Azure AD for user lifecycle, group policy, and role-based access control. Support Azure Virtual Desktop (AVD) environments, including user access and application troubleshooting. Manage printers and scanners Manage software installations, including applications like Claude desktop, Adobe Acrobat, and common productivity tools. Apply updates, security patches, and monitor system performance to proactively resolve issues. Prepare and deploy new and upgraded hardware to end users. Documentation & Ticket Management Maintain accurate and thorough records within the helpdesk system. Contribute to internal knowledge base articles and documentation for recurring issues and workflows. Process Improvement & Collaboration Identify patterns in support requests and recommend process or system changes to reduce repeat issues. Collaborate with other IT staff and departments on infrastructure projects, rollouts, and escalations. Mentor and assist Level 1 technicians as needed. Minimum Qualifications 2–4 years of experience in Technical Support or level 2 support Experience with Microsoft 365/Azure Strong knowledge of Windows OS, AD/Azure AD user provisioning, Microsoft Intune, remote support tools, and networking fundamentals (TCP/IP, DHCP, DNS) CompTIA A+ / Network+ and/or Microsoft Modern Desktop Administrator Associate or similar certifications + certificate in thin-client platforms are a strong plus Exceptional written and verbal communication skills, patience, and customer focused Excellent troubleshooting and problem-solving skills. Strong teamwork and collaboration skills, with the ability to work effectively across IT teams and business units, share knowledge, contribute to team objectives, and promote continuous improvement through documentation and process enhancement. Willing to work onsite in our Carlsbad office This role also offers bonus pay. Your ISC Talent Acquisition representative will share more details about the bonus component should you advance in the interview process. The starting annual pay scale for this position is listed below. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In addition, the company offers comprehensive benefits including medical, dental and vision insurance, 401(k) plan with match, paid time off, and other benefits. ISC's salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. National Pay Range $64,162 — $80,202 USD Benefits of Working at ISC Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows Professional development opportunities Owner Referral Program Work from home reimbursement for remote/hybrid roles Canary emergency financial assistance program Comprehensive medical, dental, vision Life/AD&D Insurance Confidential, Employee Assistance Program Health Savings Account, includes company contribution Short-term disability Voluntary benefits - supplemental accident, critical illness, hospital insurance Employee discounts 401(k) Plan with company match contribution Addition Wealth Financial Wellness Program Various Time Off Program