IT Customer Service Representative

About the Role

This role serves as the critical first point of contact and primary gatekeeper for the IT Helpdesk phone queue, providing technical assistance and call routing to Turner employees in a friendly, reliable, and dependable manner. The focus is on immediate call intake, providing exceptional customer service, rapid resolution of basic access issues (Tier 0), and accurate ticket dispatching.

Key Responsibilities

• Answer, evaluate, and prioritize incoming voice and electronic customer requests.
• Act as the first line of defense for the IT department to ensure phones do not go to voicemail.
• Address users in a friendly, courteous, and professional manner at all times.
• Proactively monitor the ticket queue to follow up with users on aging requests, update them on widespread outages, and ensure a high level of customer satisfaction.
• Document all information given and received in Freshservice to track calls, emails, and project tasks.
• Accurately dispatch complex tickets to the appropriate specialized IT queues at the guidance of the Lead Tech (Asset Management, Remote Techs, Desktop Management).
• Provide immediate, first-call resolution for core access issues, including Google Workspace password resets, Microsoft account unlocks, and Jumpcloud MFA configurations.
• Assist in maintaining an accurate inventory of user computers, peripherals, and software in the help desk system via first contact.
• Adhere to all company and operations support policies, procedures, and standards.
• Manage time and assignments efficiently to complete all ongoing tasks and deliverables.
• Perform additional assignments per supervisor's direction.

Requirements & Tech Stack

• Freshservice or similar IT ticketing systems
• Google Workspace
• Microsoft Office Suite
• Active Directory
• Jumpcloud
• Experience with troubleshooting networking or device workflows (email, chat, MDM)

Qualifications

• Minimum High School Diploma or GED Equivalent plus 2 years of secondary education or equivalent work experience.
• Minimum of 3 months experience in an IT Support, Service Dispatch, Customer Success, or high-volume Customer Facing Service role.
• Highly organized, customer-service-minded professional with a passion for hospitality and user experience.
• Experience delivering exceptional customer support via email, chat, or phone.
• Excellent communication, interpersonal, organizational, and problem-solving skills.
• Ability to listen, understand, and de-escalate user frustrations over the phone is required.
• Comfort acknowledging uncertainty and proactively seeking answers ("I don't know yet, but I'll find out.").
• Familiarity with computer and common software applications.
• Bilingual preferred.
• Meet Operations Support customer service standards.
• Maintain a current valid Louisiana Driver's license.
• Post-offer drug/alcohol screen and physical evaluation and background check.
• Applicant/employee must not pose a direct threat to the health or safety of others in the workplace.