IT Frontline Support Technician II

Description

IT Frontline Support Technician II

Location: Meridian, ID

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

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: $35.00 - $48.00 per hour, depending on experience 
• Professional development and career growth opportunities 
• Coaching and Mentorship programs
• Performance bonuses for qualified employees 
• Genero