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
- The Frontline Technician III (Level 3) serves as the primary technical resource for frontline support and the key strategic partner to the Level 4 Lead.
- In the AEC (Architecture, Engineering, and Construction) sector, where downtime impacts project timelines and billable hours, this role maximizes endpoint uptime and safeguards essential production workflows.
- As the Subject Matter Expert (SME) for specialized AEC desktop environments, including Autodesk, Bentley, and ESRI suites, the Level 3 Technician resolves complex technical issues beyond the scope of Tier 1 and Tier 2.
- The Level 3 Senior Technician maintains queue health and builds technical redundancy among junior staff.
- This allows back-end teams, the Frontline Lead, and the IT Director to focus on enterprise infrastructure, security, and long-term technology planning.
Key Responsibilities
- Endpoint Hardware & Operations Perform advanced diagnostics and root-cause analysis on corporate workstations, laptops, and mobile devices.
- Resolve advanced hardware and software issues.
- Endpoint Networking Identify and resolve client-side connectivity issues that limit access to production, development, test, or external resources.
- Use command-line and packet-capture tools to determine whether performance issues originate at the local endpoint, the local area network, the local firewall, or the local router.
- Windows Operating System Deliver advanced support for Microsoft Windows, focusing on system performance and its effects on large engineering datasets.
- Optimize disk, registry, network, and video settings to ensure system performance and stability.
- AEC Software Support and Specialization Serve as the SME for AEC software, delivering expert maintenance for Autodesk, Bentley, and ESRI (Geospatial) suites.
- Enforce CAD team standards during software configuration to ensure optimal performance and consistency.
- Knowledge Base (KB) Architect The Level 3 Technician serves as a KB Architect, translating complex technical solutions into clear, standardized articles.
- Knowledge Sharing This role drives the Shift-Left strategy.
- Each Level 3 resolution must produce a Knowledge Base article that enables Level 1 and Level 2 technicians to resolve similar issues independently
