IT Support Engineer

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove accommodation contact? That's maybe considered application instructions? It's about accommodation request; might be considered boilerplate? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The accommodation request is likely part of application instructions, so remove. Also remove E-Verify statement? That's legal boilerplate; remove. Also remove diversity statement? That's EEO boilerplate; remove. Also remove "Must be legally authorized to work in the United States." That's legal; remove. Also remove "ISC participates in the Federal E-Verify program". Remove. We need to keep substantive info: About Integrated Specialty Coverages (company description) maybe goes under About the role? Actually "About Integrated Specialty Coverages" is company overview; could be placed under About the role? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should have sections like About the role (maybe includes company description and job summary). Responsibilities (list). Requirements (maybe minimum qualifications). Qualifications (maybe certifications?). Skills (maybe specific technical skills). Benefits (list). Pay (salary range). Schedule (maybe onsite requirement? Not explicit schedule; they mention willing to work onsite in Carlsbad office; maybe schedule not given; we should not create Schedule section unless posting actually states them. It does not give schedule details like full-time, hours. So we should omit Schedule. We need to preserve all substantive info: job summary, responsibilities bullet points, qualifications, certifications, benefits, pay range, bonus pay mention, etc. We must not invent or summarize away detail. Must keep details like "Will provide support for 5 offices and all remote users across the enterprise." etc. We need to format using

headings,

• for any list of duties/requirements/benefits, and

  for prose. We must not repeat job title as heading. The job title is Level 2 Helpdesk Technician; we should not put that as heading. We need to decide sections: - About the role: could contain company description (About Integrated Specialty Coverages) and Job Summary. That's prose. - Responsibilities: list of duties (User Support, Escalation and Troubleshooting, System Administration & Deployment, Documentation & Ticket Management, Process Improvement & Collaboration). Each bullet maybe a heading? But we just need

  • for any list. Could have each responsibility as
  • with sub-bullets? Might be okay to keep as
  • with internal
    but not required. Simpler: each responsibility as
    • containing the description. - Requirements: Minimum Qualifications (2-4 years experience, etc.) Could be list. - Qualifications: maybe certifications? The posting mentions "CompTIA A+ / Network+ and/or Microsoft Modern Desktop Administrator Associate or similar certifications + certificate in thin-client platforms are a strong plus". That's qualifications. - Skills: maybe technical skills: experience with Microsoft 365/Azure, Windows OS, AD/Azure AD, Intune, remote support tools, networking fundamentals, etc. Also communication skills, troubleshooting, teamwork. - Benefits: list of benefits (Employee Ownership Program, Professional development opportunities, Owner Referral Program, Work from home reimbursement, 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..., Employee discounts, 401(k) Plan with company match, Addition Wealth Financial Wellness Program, Various Time Off Programs, 11 company paid holidays). Also bonus pay mention? Might be under Pay. - Pay: National Pay Range: $64,162 - $80,202 USD, plus bonus pay mention. We need to ensure we don't include placeholder text like "commensurate with experience". Not present. We must not include duplicated lines. Ensure we don't repeat same info. Now produce HTML fragment. We'll start with

      About the role

      then

      containing company description and job summary. Company description: "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." We can combine into one

      or two

      . Probably one

      containing both. Next Responsibilities:

      Responsibilities

      then
      with
      • each major category. We need to preserve details inside each. List: - 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. We'll put each as
      • . Next Requirements:

        Requirements

        then
        with Minimum Qualifications bullet points. 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 We could separate certifications into Skills? But we can keep under Requirements. Next Skills: maybe separate technical skills: hands-on experience with Azure Virtual Desktop (AVD), Microsoft Intune, modern endpoint management technologies. Also maybe mention Atera experience as plus. Also maybe mention ability to translate technical issues, etc. But many overlap. We could create Skills section for technical proficiencies: Azure Virtual Desktop, Microsoft Intune, modern endpoint management, Microsoft 365 administration, Active Directory/Azure AD, etc. However we already have many in Requirements. To avoid duplication, we could combine. But instruction: prefer a few substantive sections over many thin ones. Could merge Requirements and Skills into one? But they ask to use headings for those categories if content exists. We have content for Requirements (minimum qualifications) and Skills (technical skills). We'll keep both. Skills: list: - Hands-on experience with Azure Virtual Desktop (AVD) - Experience with Microsoft Intune - Modern endpoint management technologies - Microsoft 365 administration (shared mailboxes, distribution lists, Teams, OneDrive) - Active Directory and Azure AD administration - Remote support tools (experience with Atera a plus) - Networking fundamentals (TCP/IP, DHCP, DNS) - Ability to translate technical issues into clear, actionable solutions for non-technical users - Strong troubleshooting and problem-solving skills - Excellent written and verbal communication, customer-focused - Teamwork and collaboration But note some overlap with Requirements. Might be okay but could be seen as duplication. However instruction says preserve ALL substantive information; do NOT invent or summarize away detail. Duplication is okay if it's in original? The original had both sections: Minimum Qualifications includes many of these; also earlier in responsibilities they mention certain skills. It's okay to repeat? Might be considered duplication but not invented. We'll try to avoid duplication by separating: Requirements: experience, certifications, willingness to work onsite. Skills: technical proficiencies and soft skills. Let's define: Requirements (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 - Willing to work onsite in our Carlsbad office Skills: - 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 - Hands-on experience with Azure Virtual Desktop (AVD) - Experience with Microsoft Intune - Modern endpoint management technologies - Microsoft 365 administration (shared mailboxes, distribution lists, Teams, OneDrive) - Active Directory and Azure AD administration - Remote support tools (experience with Atera a plus) - Networking fundamentals (TCP/IP, DHCP, DNS) - Ability to translate technical issues into clear, actionable solutions