IT Help Desk Technician

Company Profile

Jones Street Investment Partners, LLC (“JSIP”) is a real estate investment sponsor focused on multifamily assets in the Northeast and Mid-Atlantic. Since its founding in October 2014, JSIP has acquired properties in eight states, totaling over 6,000 units and over $1.8B of AUM.Jones Street Residential, Inc. (“JSR”) is an affiliate of JSIP and was formed in 2017 to provide efficient and integrated community management for the JSIP portfolio.

Job Description

The IT Help Desk Technician is responsible for providing technical support to employees by troubleshooting hardware, software, and network-related issues. This role requires strong customer service skills and the ability to resolve basic technical problems efficiently or escalate more complex issues to higher-tier support.

Responsibilities

• Technical Support
• Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system
• Diagnose and resolve basic technical issues related to hardware, software, and network systems
• Walk users through troubleshooting steps and provide clear instructions for resolving issues
• Issue Escalation
• Escalate unresolved or complex problems, ensuring detailed documentation of steps taken
• Hardware & Software Support
• Assist with the setup, installation, configuration, and maintenance of desktops, laptops, printers, and mobile devices
• Install, configure, and troubleshoot operating systems and software applications
• Account Management
• Perform user account setup and password resets in EntraID and other systems
• Maintain permissions and access rights based on company policies
• Ticket Management
• Track, update, and close support tickets within the ticketing system
• Maintain accurate records of issues, resolutions, and customer interactions
• Customer Service
• Provide exceptional customer service and communicate technical information in a user-friendly manner
• Follow up with users to ensure issues are fully resolved and satisfaction is achieved
• Documentation
• Create and update knowledge base articles for recurring issues and FAQs
• Assist with creating user guides and training materials

Qualifications

Education & Experience

• High school diploma or equivalent required; Associate’s degree in IT or related field preferred
• 1–2 years of experience in an IT help desk or technical support role
  
  

Technical Skills

• Proficiency in Windows and macOS operating systems
• Familiarity with Microsoft/Office 365, and remote desktop tools
• Knowledge of EntraID, basic networking concepts (TCP/IP, DNS, DHCP), and ticketing systems
• Experience with hardware troubleshooting and mobile device support
  
  

Soft Skills

• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Ability to work well under pressure and prioritize tasks effectively
• Customer-focused with a positive and approachable demeanor
  
  

Benefits

• Medical, Dental & Vision
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave
• Short Term & Long-Term Disability
  
  

Jones Street Residential Inc. is an equal opportunity employer. Jones Street evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

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