Jr. End User Support Technician

Lumos is now hiring a full-time IT Jr. Engineer – Support Technician (Jr. End User Support Technician) who will be the go-to problem solver for our teams across all locations. In this dynamic role, you’ll provide both hands-on and remote technical support for PCs, printers, phones, and peripherals, as well as manage proprietary systems in Engineering, Telecom, and Corporate Security. You’ll serve as the first point of contact for technical issues, assess priority and ownership, resolve tickets, and escalate when needed—while offering Tier 2 expertise and guidance to our Helpdesk team.

This position plays a vital role in keeping our operations running smoothly at all times, including participating in a rotating on-call schedule to address critical after-hours issues. You’ll also manage user accounts, maintain documentation, provide application training, and support IT aspects of new projects, facility moves, and equipment setups. From installing edge network devices to mentoring teammates, you’ll help ensure Lumos stays connected and productive every day of the year.

Why Lumos:

Lumos is transforming the future of connectivity by building one of the nation's fastest-growing 100% Fiber Optic networks. Through T-Fiber, our joint venture with T-Mobile, we're working toward a shared goal of connecting 12 to 15 million homes by 2030 while expanding access to reliable, high-speed internet in the communities we serve.

Here, you'll find more than a job, you'll have the opportunity to make an impact, take ownership of your work, and help shape how we grow. We move quickly, collaborate across teams, and believe the best ideas come from people who are curious, solutions-oriented, and ready to build what's next.

What You'll Do:

• Provide on-site technical support, including resolving tickets, installing equipment, and relocating existing hardware to meet department or management needs.
• Deliver new PCs and equipment to remote locations, which may require long-distance travel or occasional overnight stays.
• Build or rebuild PCs, install new hardware or software, and add functionality through peripherals, test new equipment for compatibility with standard company systems.
• Install and configure hardware/software and provide basic end-user training on new tools.
• Respond to support calls and tickets, troubleshoot and resolve issues, or escalate to the appropriate department or vendor.
• Collaborate with software/hardware manufacturers to resolve compatibility or performance issues.
• Coordinate with repair vendors for equipment servicing and replacement; work with non-ITS teams to resolve proprietary or non-standard system issues.
• Provide technical guidance and field leadership to PC Technicians, assisting with complex problem resolution.
• Maintain and manage user accounts across internal and external systems, including password resets, rights management, and account security.
• Enforce security policies, investigate violations, and coordinate with Human Resources on policy-related matters when required.
• Oversee day-to-day operations and support for all IT equipment outside the Data Center, ensuring service levels for callback and resolution times are met.
• Manage project timelines, ensuring completion within allotted deadlines; make policy decisions and exceptions with management approval.
• Control system access, monitor inventory, and handle escalations or service complaints in the absence of management.

What You'll Bring:

• High school diploma or equivalent required; Associates degree preferred.
• 2+ years working as an IT Technician or in a similar technical support role.
• Proficiency in Microsoft networking and familiarity with Cisco networking.
• Experience working in a .NET environment.
• Strong knowledge of Microsoft Office applications.
• Logical hardware and software troubleshooting abilities.
• Proficiency in IP phone systems, iOS and Android devices.
• LAN/WAN troubleshooting skills.

What Makes You a Great Fit:

• Preferred Certifications:
• Microsoft Certified Professional (MCP) in Windows 11
• CompTIA A+ Certification
• CompTIA Network+ Certification
• Strong customer service orientation with the ability to build positive relationships across teams.
• Basic project management skills, including task prioritization and meeting deadlines.
• Self-motivated and able to work effectively with minimal supervision.

Pay Range:

The anticipated base salary range for this position is $46,000–$55,000. Actual base salary and overall compensation may vary based on experience, skills, education, market conditions, business needs, work location, and other applicable factors.

Physical Requirements:

• Regular use of computers, phones, and standard IT equipment.
• The ability to move and transport equipment weighing up to 50 lbs.
• Frequent standing, walking, bending, and reaching during equipment installation or servicing.
• Travel to Lumos locations as needed, including occasional overnight stays.
• Continuous use of vision, hearing, speech, and reasoning to perform job duties.