IT Customer Service Representative

About the Role

Turner Industries seeks an IT Customer Service Representative for their Houston, TX location. This role is the primary point of contact for the IT Helpdesk, handling technical assistance and call routing for employees. The focus is on call intake, customer service, basic access issue resolution (Tier 0), and 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 prevent voicemails.
• Address users in a friendly, courteous, and professional manner.
• Proactively monitor the ticket queue to follow up on aging requests and update users on widespread outages.
• Document all information in Freshservice to track calls, emails, and project tasks.
• Accurately dispatch complex tickets to specialized IT queues (e.g., Asset Management, Remote Techs, Desktop Management) under the guidance of the Lead Tech.
• Provide 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.
• Adhere to all company and operations support policies, procedures, and standards.
• Manage time and assignments efficiently to complete tasks and deliverables.
• Perform additional assignments as directed by a supervisor.

Requirements & Tech Stack

• Google Workspace
• Microsoft Office
• Active Directory
• Jumpcloud
• Freshservice (preferred but not necessary)
• Familiarity with troubleshooting networking or device workflows (email, chat, MDM).
• Experience with IT ticketing systems or task/note tracking is preferred but not necessary.

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.
• Bilingual preferred.
• 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.
• Comfort acknowledging uncertainty and proactively seeking answers.
• Some knowledge of computer and common software applications.
• Must 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 required.