IT Frontline Support Technician II

Socket.dev; Coeur d'Alene (ID); On-site; USD 39,000 - 50,000; Full time

Job summary

J-U-B ENGINEERS, inc. in Coeur d'Alene, Idaho is seeking an IT Frontline Support Technician II to serve as the primary frontline technical resource, resolving complex endpoint issues and safeguarding production workflows in an AEC environment.

As SME for Autodesk, Bentley, and ESRI suites, you will drive knowledge sharing, maintain queue health, and mentor junior staff while aligning with enterprise infrastructure and security goals.

Qualifications

• Bachelor’s degree required; an associate degree with two years of IT experience is acceptable.
• Five years of progressive IT support experience demonstrated.
• Maintaining all Level 1 and Level 2 prerequisites (CompTIA A+).
• Cisco CCNA certification.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).

Responsibilities

• Serve as SME for AEC software including Autodesk, Bentley, and ESRI suites.
• Provide advanced Windows and endpoint diagnostics to maintain production uptime.
• Identify and resolve client connectivity issues affecting production environments.
• Maintain queue health and build redundancy among junior staff.
• Produce Knowledge Base articles for Level 1 and 2 technicians.

Skills

IT support

Endpoint troubleshooting

Windows OS

Network fundamentals

KB writing

Education

Bachelor's degree IT/related field

Associate degree in IT + 2 years experience

Tools

MD-102

CCNA

CompTIA A+

Job 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

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

Requirements

Minimum Qualifications

• At least five years of progressive IT support experience, with a demonstrated history of resolving complex endpoint issues
• A bachelor's degree is required. Alternatively, candidates with an associate degree in Information Technology or a related field must have two additional years of experience.
• Maintenance of all Level 1 and Level 2 prerequisites (CompTIA A+)
• Cisco Certified Network Associate (CCNA)
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

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.

See our website for more benefit details: https://www.jub.com/our-benefits/