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.

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.
• Intermediate knowledge of Active Directory and various endpoint management tools.
• Implement basic scripting techniques to automate processes and increase business efficiency.
• Support Windows endpoints using standard builds and approved applications.

Security & Process Discipline:

• Enforce strict security standards, including identity verification and the concept of least privilege, across all support tasks.
• Develop and continuously improve knowledge base articles to maintain high-quality documentation and workflow consistency.
• Demonstrate thorough knowledge of change controls, access boundaries, and ITIL-based support frameworks.

Preferred Qualifications:

• While not always mandatory, the following education and certifications are highly recommended for this level of seniority:
• Bachelor of Science in Information Technology or equivalent.
• CompTIA A+
• ITIL 4 Foundation
• Microsoft 365 Fundamentals (MS-900)

What We Offer:

• Competitive salary: $28.00 – $36.00 hourly, depending on experience
• Professional development and career growth opportunities
• Coaching and Mentorship programs
• Performance bonuses for qualified employees
• Generous vacation and sick leave programs (increases with tenure)
• Medical, dental, vision, life, and disability insurance
• 401(k) with company match and profit sharing
• Education Reimbursement
• Paid Holidays
• Health club subsidy
• A collaborative, team-centered work environment
• Employee ownership opportunities after qualified years of service

The application window will be open through November 9, 2026. Applications will be reviewed frequently, and interviews may be scheduled throughout the posting period.