IT Helpdesk Specialist – First-Line Support

Turner Industries; Baton Rouge (LA); On-site; USD 36,000 - 54,000; Full time

Job summary

Turner Industries in Baton Rouge, LA, seeks an IT Customer Service Representative to be the first point of contact for the IT Helpdesk. You will route tickets, provide basic access issue support, and ensure rapid, friendly resolution for Turner employees.

Non-exempt role reporting to the IT Operations Support Manager; requires strong customer service, communication, and problem-solving skills with familiarity in Freshservice and common IT tools.

Qualifications

• Minimum High School Diploma or GED plus 2 years of related work experience.
• 3 months in IT support, service dispatch, or high-volume customer-facing role.
• Strong customer-service mindset with hospitality and user experience focus.
• Experience delivering support via email, chat, or phone.
• Excellent communication and problem-solving skills; de-escalation ability.

Responsibilities

• Answer, evaluate, and prioritize incoming requests; be first line of defense for IT helpdesk.
• Maintain courteous, professional tone; monitor queue and follow up on aging requests.
• Document information in Freshservice; dispatch tickets to appropriate IT queues.
• Provide first-call resolution for core access issues (password resets, unlocks, MFA).
• Maintain inventory in help desk system; follow policies and procedures.

Skills

Customer service

Phone support

Communication

Problem solving

De-escalation

Organizational skills

Education

High School Diploma or GED

Tools

Freshservice

Windows

Google Workspace

Active Directory

Jumpcloud

Job description

Turner Industries in Baton Rouge, LA, seeks an IT Customer Service Representative to be the first point of contact for the IT Helpdesk. You will route tickets, provide basic access issue support, and ensure rapid, friendly resolution for Turner employees.

Non-exempt role reporting to the IT Operations Support Manager; requires strong customer service, communication, and problem-solving skills with familiarity in Freshservice and common IT tools.