IT Helpdesk Associate: First-Line Support (Houston)

Turner Industries; Pasadena (TX); On-site; USD 42,000 - 55,000; Full time

Job summary

Turner Industries seeks an IT Customer Service Representative in the Houston, TX area. This role serves as the frontline for IT Helpdesk inquiries, delivering friendly, efficient assistance and routing requests to the correct IT queues to ensure rapid resolution.

You will handle password resets, account unlocks, MFA changes, and basic access issues, while documenting interactions in Freshservice and supporting asset inventories. A strong customer-service mindset is essential.

Qualifications

• High school diploma or GED with 2 years of related experience.
• At least 3 months IT support, service dispatch, customer success, or high-volume customer-facing role.
• Bilingual preferred.
• Excellent communication, interpersonal, organizational, and problem-solving skills.

Responsibilities

• Answer, evaluate, and prioritize incoming requests; act as the first line of defense for IT to prevent voicemails.
• Maintain courteous, professional communication; monitor the ticket queue and follow up on aging requests.
• Document all information in Freshservice and dispatch tickets to appropriate IT queues.
• Provide immediate, first-call resolution for core access issues (password resets, account unlocks, MFA).
• Assist in maintaining inventory of user computers, peripherals, and software in the help desk system.

Skills

Customer service

Excellent communication

Problem-solving

Organizational skills

Bilingual preferred

Windows / Office

Google Workspace

Active Directory

Jumpcloud

Education

High School Diploma or GED

Tools

Freshservice

Google Workspace

Jumpcloud

Active Directory

Job description

Turner Industries seeks an IT Customer Service Representative in the Houston, TX area. This role serves as the frontline for IT Helpdesk inquiries, delivering friendly, efficient assistance and routing requests to the correct IT queues to ensure rapid resolution.

You will handle password resets, account unlocks, MFA changes, and basic access issues, while documenting interactions in Freshservice and supporting asset inventories. A strong customer-service mindset is essential.