Description
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.
Requirements
Minimum Qualifications
Experience & Performance
Possesses at least three years of experience in Help Desk or IT Support roles, or equivalent demonstrated capability.
Show a proven record of meeting or exceeding Level 1 support performance standards.
Demonstrate ability to independently handle and resolve standard support tickets.
Technical Competence
Diagnose complex issues and move beyond documented procedures to find solutions.
Demonstrate advanced troubleshooting and root cause analysis beyond documented procedures.
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