IT Service Technician I

JPI

6d•$48,000 - $169,000

About The Position

JPI is seeking an IT Service Technician I to join our growing Technology team in Dallas, TX. This entry-level role is an excellent opportunity for individuals beginning their IT career who have a passion for technology and customer service. Under direct supervision, the IT Service Technician I handles Tier 1 help desk requests submitted via phone, email, chat, or walk-up. This individual will learn and apply JPI’s standard operating procedures while supporting end users across corporate and job-site environments. As part of a growing organization (250–750 employees), this role offers structured mentorship, a defined career path, and exposure to a wide range of enterprise technologies.

Requirements

High school diploma or GED required; Associate’s degree in Information Technology, Computer Science, or related field preferred.
0–1 year of IT support, help desk, or customer service experience; internship or lab experience considered.
Basic working knowledge of Windows 10/11 and Microsoft 365 required.
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.
Ability to work occasional early mornings, evenings, or weekends to support project needs.
Regular and punctual attendance is an essential function of this position.

Nice To Haves

CompTIA A+ certification preferred; candidates actively pursuing certification are encouraged to apply.

Responsibilities

Help Desk & End-User Support Receive, log, and resolve Tier 1 incidents and service requests via phone, email, chat, and walk-up within established SLA targets.
Perform common troubleshooting tasks including password resets, account unlocks, software installs, printer issues, and basic hardware problems.
Assist with setup and configuration of workstations, laptops, monitors, and peripherals under guidance from senior technicians.
Support mobile device setup (iOS and Android) including enrollment in the company’s MDM platform.
Escalate unresolved or complex issues to IT Service Technician II or appropriate team members in a timely manner.
Maintain a courteous, professional demeanor when interacting with associates, contractors, and consultants.
Basic understanding of Windows operating systems and Microsoft 365 applications (Outlook, Teams, Word, Excel, SharePoint).
Fundamental knowledge of Active Directory for user account management (password resets, account creation under supervision).
Awareness of basic networking concepts (IP addressing, Wi-Fi connectivity, VPN client use).
Ability to image and deploy standard workstations using documented checklists and procedures.
Familiarity with IT security best practices including antivirus, phishing awareness, and data handling protocols.
Respond to technical assistance requests in a timely, professional, and empathetic manner.
Clearly communicate troubleshooting steps and resolution status to end users and supervisors.
Represent JPI’s culture and values in every customer interaction.
Proactively communicate delays or blockers to the supervising technician or IT Manager.
Apply documented procedures and checklists to diagnose and resolve common IT issues.
Seek guidance from senior team members when troubleshooting moves beyond Tier 1 scope.
Develop and demonstrate eagerness to learn new tools, systems, and problem-solving techniques.
Effectively manage personal ticket queue to ensure timely resolution and accurate status updates.
Log all incidents and service requests accurately in the IT Service Desk platform (e.g., ServiceDesk Plus or equivalent).
Follow existing knowledge base articles and contribute simple how-to notes when new resolutions are discovered.
Support inventory tracking and asset tagging for assigned equipment under senior technician guidance.
Other duties as assigned.