IT Helpdesk Associate: Fast, Friendly Support

turnerindustries; Baton Rouge (LA); On-site; USD 40,000 - 56,000; Full time

Job summary

Turner Industries is seeking an IT Customer Service Representative in the Baton Rouge, LA area. You will be the first point of contact for the IT Helpdesk, handling calls with a focus on rapid resolution and accurate ticket dispatching.

This non-exempt role reports to the IT Operations Support Manager and supports core access issues and user inquiries. You will document interactions in Freshservice, assist with inventory, and escalate complex tickets as needed while upholding service standards

Qualifications

• Minimum HS diploma or GED plus 2 years of related work experience.
• At least 3 months in IT support, service dispatch, customer success, or high-volume customer-facing role.
• Highly organized, customer-service-minded with a focus on hospitality and user experience.
• Experience delivering customer support via email, chat, or phone.
• Excellent communication, interpersonal, organizational, and problem-solving skills; ability to listen and de-escalate.
• Familiarity with Windows, Google Workspace, Active Directory and Jumpcloud.
• Familiarity with IT ticketing systems (e.g., Freshservice) is preferred.
• Must maintain a valid Louisiana Driver's license.
• Post-offer drug/alcohol screen and background check.
• Applicant must not pose a direct health or safety threat.

Responsibilities

• Answer, evaluate and prioritize incoming requests; route to IT queues.
• Provide immediate, first-call resolution for core access issues.
• Dispatch complex tickets to appropriate IT queues under guidance of Lead Tech.
• Monitor ticket queue and follow up on aging requests; communicate outages.
• Maintain inventory of user computers, peripherals, and software in the help desk system.
• Adhere to company policies and perform assignments per supervisor direction.
• Document information in Freshservice for tracking calls, emails and tasks.
• Support Jumpcloud MFA configurations and password resets.

Skills

Customer service

Communication

Problem solving

De-escalation

Organizational skills

Hospitality mindset

Multichannel support

Education

High School Diploma or GED

2 years of college/secondary education or equivalent

Tools

Freshservice

Jumpcloud

Google Workspace

Active Directory

Windows basics

Job description

Turner Industries is seeking an IT Customer Service Representative in the Baton Rouge, LA area. You will be the first point of contact for the IT Helpdesk, handling calls with a focus on rapid resolution and accurate ticket dispatching.

This non-exempt role reports to the IT Operations Support Manager and supports core access issues and user inquiries. You will document interactions in Freshservice, assist with inventory, and escalate complex tickets as needed while upholding service standards