IT Frontline Support Technician II

IT Frontline Support Technician II

Location: Coeur d’Alene, Idaho

At J-U-B ENGINEERS, Inc., our purpose is simple but powerful: Helping Each Other Create Better Communities. With over 20 offices across seven states, J-U-B is committed to creating an environment where employees feel supported, challenged, and connected to meaningful work.

We are looking for a collaborative and solutions-oriented IT Frontline Support Technician II. If you enjoy problem-solving, thrive in a team environment, and take pride in delivering accurate, high-quality work that helps drive business success, we’d love to meet you!

What You’ll Do

This role will perform advanced troubleshooting and root-cause analysis to resolve technical issues beyond Level 1 procedures. You will also diagnose and address persistent technical problems; manage escalations by explicitly outlining escalation steps, including advanced diagnostics or system-level changes, and guarantee thorough hand-off documentation.

Key Responsibilities

Technical Administration:

• Demonstrate intermediate proficiency in Active Directory and endpoint management tools to support and oversee standard software builds.
• Use basic scripting to improve operational processes.
• Manage Windows endpoints and oversee standard software builds (see above for proficiency with tools).

Process & Knowledge Management:

• Advance departmental documentation, support workflows, and operational functionality through ongoing improvements.
• Direct the creation and continuous improvement of knowledge base articles to facilitate uniform team resolutions.
• Identify support request trends and recommend effective procedure improvements.

Operational Leadership & Security:

• Exhibit steady independence in problem resolution and ticket management.
• Strictly follow and enforce security procedures, including the concept of least privilege and identity verification.
• Provide guidance to Level 1 technicians as the primary escalation point by explicitly detailing escalation procedures, guaranteeing high-quality documentation, and effective case handoffs.
• Regular travel to various locations is required, typically averaging two to three site visits per month. Responsibilities include on-site hardware and software support, network troubleshooting, and equipment installations to assure optimal system performance.
• Meet performance expectations by exceeding Level 1 standards, particularly in documentation completeness and technical skills.
• Demonstrate professional maturity, assume expanded responsibilities, and supply actionable information for escalations.