IT Helpdesk Concierge — First-Line Support

Turner Industries; Pasadena (TX); On-site; USD 36,000 - 54,000; Full time

Job summary

Turner Industries in Houston, TX is seeking an IT Customer Service Representative to serve as the critical first point of contact for the IT Helpdesk, delivering friendly, reliable support and guiding calls to the appropriate IT queues. This non-exempt role reports to the IT Operations Support Manager and emphasizes rapid, courteous problem resolution and accurate ticket dispatch.

You will monitor the ticket queue, document details in Freshservice, assist with password resets, MFA

Qualifications

• High school diploma or GED required with 2 years of related work experience.
• At least 3 months in IT support, service dispatch, or a high-volume customer role.
• Bilingual preferred.
• Excellent communication and de-escalation skills.
• Familiarity with Freshservice or similar ticketing systems preferred.

Responsibilities

• Serve as the first point of contact for IT Helpdesk calls and routing.
• Provide first-call resolutions for basic access issues.
• Document interactions in the ticketing system.
• Dispatch tickets to appropriate IT queues under guidance.
• Maintain inventory of computers, peripherals, and software.
• Uphold company policies and procedures.

Skills

Customer service mindset

Communication skills

Organizational skills

Problem-solving

Hospitality mindset

Education

High School Diploma or GED

2 years college or equivalent work experience

Tools

Windows OS

Microsoft Office

Google Workspace

Active Directory

Jumpcloud

Freshservice

Job description

Turner Industries in Houston, TX is seeking an IT Customer Service Representative to serve as the critical first point of contact for the IT Helpdesk, delivering friendly, reliable support and guiding calls to the appropriate IT queues. This non-exempt role reports to the IT Operations Support Manager and emphasizes rapid, courteous problem resolution and accurate ticket dispatch.

You will monitor the ticket queue, document details in Freshservice, assist with password resets, MFA