IT Support Engineer

Integrated Specialty Coverages, LLC (ISC) offers employee ownership with a rewards program that grows as the company grows, along with comprehensive benefits and support for professional development. In this onsite role in Carlsbad, CA, you’ll provide Level 1 and Level 2 support across multiple offices and remote users, using modern Microsoft tools to keep end users productive.

What you’ll do

• Support 5 offices and remote users across the enterprise through phone, chat, and ticketing platforms (experience with Atera is a plus).
• Handle ticket triage and advanced troubleshooting for end-user hardware, software, operating systems, Microsoft 365 services, permissions, and remote connectivity tools.
• Translate technical problems into clear, actionable guidance for non-technical users.
• 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, including related support and maintenance.
• Install and maintain software (including Claude desktop, Adobe Acrobat, and common productivity tools), apply updates and security patches, and monitor system performance.
• Prepare and deploy new and upgraded hardware to end users.
• Maintain accurate helpdesk documentation, contribute to the knowledge base, and help identify recurring issues for process or system improvements.
• Escalate issues when needed to avoid disrupting end-user productivity, and collaborate with IT staff and departments on infrastructure projects and rollouts.
• Mentor and assist Level 1 technicians as needed.

What you bring

• 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 including TCP/IP, DHCP, and DNS.
• CompTIA A+ and/or Network+ and/or Microsoft Modern Desktop Administrator Associate (or similar) plus a certificate in thin-client platforms are a strong plus.
• Exceptional written and verbal communication, patience, and customer-focused support skills.
• Excellent troubleshooting and problem-solving abilities.
• Strong teamwork and collaboration skills, including a mindset for continuous improvement through documentation and process enhancement.
• Ability and willingness to work onsite in the Carlsbad office.

Tools you’ll work with

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

Compensation and benefits

• Salary: USD 64,162 to 80,202 per year
• Employee Ownership Program
• 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 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 and 11 company paid holidays