IT Helpdesk Concierge — First-Contact Support

Turner Industries Group; Pasadena (TX); On-site; USD 22,000 - 30,000; Full time

Job summary

Turner Industries is seeking an IT Customer Service Representative to join the Houston area IT Helpdesk. You will be the first contact for employees, handling rapid intake and routing, and providing friendly, reliable service to resolve basic access issues (Tier 0) while dispatching complex tickets to specialized queues.

You will document interactions in Freshservice, help maintain asset inventory, and support policies under the IT Operations Support Manager.

Qualifications

• Minimum High School Diploma or GED 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.
• Must be highly organized with a customer-service mindset and hospitality focus.
• Experience delivering support via email, chat, or phone with strong communication and de-escalation skills.
• Familiarity with Windows, Google Workspace, Active Directory, and Jumpcloud; familiarity with IT ticketing systems preferred.
• Must meet Operations Support customer service standards and have a valid Louisiana Driver's license.
• Post-offer drug/alcohol screen, physical evaluation, and background check.

Responsibilities

• Answer, evaluate, and prioritize incoming voice and electronic requests; act as first line of defense to avoid voicemail.
• Provide friendly, courteous, and professional service; monitor ticket queue and follow up on aging requests.
• Document all information in Freshservice and accurately dispatch complex tickets to IT queues as guided by Lead Tech.
• Provide immediate, first-call resolution for core access issues (Google Workspace password resets, MS account unlocks, Jumpcloud MFA).
• Maintain inventory of user computers, peripherals, and software in the help desk system.
• Adhere to company policies and operations support standards; manage time to complete tasks.
• Perform additional assignments per supervisor's direction.

Skills

Customer service

IT support

Communication

Problem solving

De-escalation

Freshservice

Jumpcloud

Active Directory

Google Workspace

Windows

Microsoft Office

MDM

Bilingual

Education

High School Diploma or GED

Tools

Freshservice

Jumpcloud

Active Directory

Google Workspace

Microsoft Office

Windows

Job description

Turner Industries is seeking an IT Customer Service Representative to join the Houston area IT Helpdesk. You will be the first contact for employees, handling rapid intake and routing, and providing friendly, reliable service to resolve basic access issues (Tier 0) while dispatching complex tickets to specialized queues.

You will document interactions in Freshservice, help maintain asset inventory, and support policies under the IT Operations Support Manager.