IT Support Engineer

Integrated Specialty Coverages, LLC is hiring a Level 2 Helpdesk Technician onsite in Carlsbad, CA to support end users across the enterprise.

Responsibilities

• Support 5 offices plus all remote users across the enterprise
• Deliver responsive, customer-focused helpdesk support via phone, chat, and ticketing platforms (Atera experience is a plus)
• Translate technical problems into clear, actionable guidance for non-technical users
• Triage and resolve issues involving end-user hardware, software, Windows operating systems, and Microsoft 365 services
• Handle permissions management and troubleshoot remote connectivity tools
• Escalate issues when required to prevent disruption to end-user productivity
• 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) including user access and application troubleshooting
• Manage printers and scanners
• Support and maintain software installations including Claude desktop, Adobe Acrobat, and common productivity tools
• Apply updates and security patches, and monitor system performance to proactively resolve issues
• Prepare and deploy new or upgraded hardware to end users
• Maintain accurate helpdesk records and documentation
• Contribute to internal knowledge base articles and documentation for recurring issues and workflows
• Identify trends 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 when needed

Requirements

• 2–4 years of experience in Technical Support or Level 2 support
• Experience with Microsoft 365 and 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) plus a certificate in thin-client platforms is a strong plus
• Exceptional written and verbal communication, patience, and a customer-focused approach
• Excellent troubleshooting and problem-solving skills
• Strong teamwork and collaboration skills, including knowledge sharing and supporting continuous improvement through documentation and process enhancement
• Ability to work onsite at the Carlsbad office

Technologies

• Microsoft 365
• Atera
• Azure Virtual Desktop (AVD)
• Microsoft Intune
• Active Directory
• Azure AD
• Teams
• OneDrive
• Claude desktop
• Adobe Acrobat
• Printers
• Scanners
• TCP/IP, DHCP, DNS

Benefits

• Employee Ownership Program with financial rewards tied to company growth
• Professional development opportunities
• Owner Referral Program
• Work from home reimbursement for remote/hybrid roles
• Canary emergency financial assistance program
• Comprehensive medical, dental, and vision
• Life/AD&D Insurance
• Employee Assistance Program
• Health Savings Account with 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 Programs
• 11 company paid holidays

Location: Carlsbad, CA (onsite) | Salary: USD 64,162 - 80,202 per year | Experience: 2+ years