IT Service Technician II

JPI has an exciting opportunity for an IT Service Technician II to join our Technology team in Dallas, TX. This mid-level role is designed for IT professionals who bring help desk experience and are ready to expand their scope into infrastructure, project work, and team mentorship.

Under periodic supervision, the IT Service Technician II handles Tier 1 and Tier 2 support requests while also taking ownership of job-site technology deployments, network configurations, and onboarding workflows. In a company experiencing significant personnel growth (250-750 employees), this role plays a critical part in scaling IT operations, mentoring junior staff, and ensuring consistent service delivery across both corporate and active construction environments.

Essential Functions & Responsibilities

Help Desk & End-User Support

• Resolve Tier 1 and Tier 2 incidents and service requests submitted via phone, email, chat, or desk-side in a courteous, timely manner.
• Provide support to associates, contractors, consultants, and others engaged in JPI's business objectives.
• Perform advanced hardware and software troubleshooting, including OS issues, application errors, network connectivity, and mobile device management.
• Act as an escalation point for IT Service Technician I staff, guiding resolution and providing real-time coaching.
• Manage personal and team ticket queues to ensure SLA compliance and accurate status communication with end users and management.

Job-Site & Field Technology

• Lead provisioning and de-provisioning of job-site technology including laptops, iPads, monitors, printers, routers, and wireless access points.
• Travel to active construction sites as required to deploy, configure, and troubleshoot technology environments.
• Ensure all field technology meets JPI security and configuration standards prior to deployment.
• Coordinate with project teams and site leads to schedule technology setups with minimal disruption to operations., * Communicate technical information clearly to both technical and non-technical audiences.
• Regularly update clients and management on ticket status, escalations, and resolution timelines.
• Mentor and coach IT Service Technician I staff, fostering a positive, learning-oriented team culture.
• Exemplify JPI's company culture, mission, and values in every interaction.
• Apply sound judgment to identify, prioritize, and escalate issues requiring urgent attention.

Problem-Solving

• Apply industry-standard methodologies to diagnose and resolve Tier 1-2 issues independently.
• Research alternate solutions from vendor documentation, knowledge bases, and industry resources.
• Identify recurring issues and proactively propose process improvements or automation to reduce ticket volume.
• Manage workload effectively to meet individual and team goals across a growing user base.
• Take initiative in identifying more efficient workflows for both IT staff and end users.

Documentation & Asset Management

• Maintain accurate records of all incidents and service requests in the ITSM platform.
• Create and update knowledge base articles and training materials for common issues and workflows.
• Oversee and contribute to asset inventory reporting for corporate and job-site equipment.
• Support onboarding and offboarding technology workflows, ensuring timely provisioning and secure decommissioning.

Non-essential Functions & Responsibilities

• Other duties as assigned.

• Solid working knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, Intune), Windows 10/11, and Active Directory / Azure AD.
• Intermediate networking skills including TCP/IP, DNS, DHCP, VLANs, VPN, and 802.11 wireless configuration.
• Experience with MDM platforms for mobile device enrollment, policy management, and remote wipe (e.g., Intune, Jamf, or equivalent).
• Proficiency with remote support tools and ITSM/service desk platforms (e.g., ManageEngine ServiceDesk Plus, Freshservice, or equivalent).
• Familiarity with endpoint management tools (e.g., ManageEngine Desktop Central / Endpoint Central, SCCM, or equivalent).
• Working knowledge of IT security fundamentals: antivirus/EDR (e.g., Microsoft Defender, MDR platforms), NIST framework awareness, and identity security best practices.
• Exposure to server environments, virtualization, and/or cloud infrastructure (Microsoft Azure, AWS) is a plus., * Associate's degree in Information Technology, Computer Science, or related field; equivalent experience considered.
• CompTIA A+ required; CompTIA Network+, Security+, or Microsoft certifications (MS-900, MD-102, AZ-900) strongly preferred.
• 2-4 years of hands-on IT help desk or desktop support experience in a corporate environment required.
• Experience supporting Microsoft 365 and Active Directory/Azure AD environments required.
• Experience with MDM platforms (Intune, Jamf, or similar) and endpoint management tools preferred.
• ManageEngine Desktop Central, AD360, and/or ServiceDesk Plus experience preferred.
• Demonstrated ability to mentor or guide junior IT staff preferred.
• Ability to lift and carry equipment up to 50 pounds; regular sitting, standing, bending, and stooping required.
• Ability to communicate effectively in both verbal and written English.
• Valid driver's license and ability to travel to local construction job sites as required; PPE will be provided and must be worn on all site visits.
• Exposure to outdoor elements and uneven terrain at active construction sites; ability to walk, climb, or traverse obstacles.
• Ability to work occasional early mornings, evenings, or weekends to support project needs.
• Regular and punctual attendance is an essential function of this position.

Safety equipment provided, Referral program, Tuition reimbursement, Paid parental leave, Parental leave, Health insurance, 401(k) matching, Paid time off, We have a 35-year track record of developing multifamily communities with responsibility, accountability, and integrity. Our stated purpose is to:

• Transform Building
• Enhance Communities
• Improve Lives

JPI has an ambitious and exciting vision for how we will achieve this, which makes for a positive and dynamic work environment, with many opportunities for personal development and growth. As well as our highly competitive offering of compensation and benefits, we are committed to:

• Transformative careers in a transformative company
• Comprehensive training and development
• Promotion from within at all levels of the organization
• Borderless Careers, based on performance, potential, and personal ambition

Industry Recognition

• NMHC - #1 Fastest Growing Developer; #2 Fastest Growing Building; #8 Largest National Developer; # 11 Largest National Builder
• Real Page - Most active multifamily developer in DFW for the past 8 years
• Dallas Business Journal Best Places to Work - 2023
• Dallas Business Journal - Largest DFW Real Estate Developers - #11

JPI offers associates a comprehensive benefits package with competitive salaries and more, including:

• Competitive Bonus Program
• 4 Weeks PTO for All New Associates (Pro-Rated by Hire Date)
• 11 Holidays and 8 Early Release Days
• Medical, Dental, Vision, and Life Insurance
• 401(k) with Company Match (Up to 5% Match)
• Health Savings Account
• Flexible Spending Accounts (Dependent & Medical Reimbursement)
• Paid Parental Leave
• Paid Volunteer Time
• Tuition Assistance
• Phone Reimbursement
• Associate Referral Bonuses

Built on a foundation of integrity, respect, and commitment, JPI stands out as one of the most active real estate developers and builders in the nation. For more than 35 years, JPI has designed and developed communities with best-in-class homes and amenities. JPI is committed to data-driven management and continuous improvement. Its team of experts utilizes data - including unparalleled market research, proven business processes, and proprietary models - to ensure that every decision is strategic, focused, and produces exceptional multifamily communities with the best risk-adjusted returns. More than just great communities, JPI is focused on leaving a lasting impact on the communities where we build and is continually committed to "Building What Matters." JPI operates as a subsidiary of Sumitomo Forestry, which is recognized as one of the largest home builders in the United States.