IT Customer Service Representative - Houston, TX

Turner Industries•Pasadena, TX

20h•Onsite

About The Position

Turner Industries is seeking an IT Customer Service Representative for their Houston, TX area team. This role is the primary point of contact for the IT Helpdesk, responsible for technical assistance and call routing to Turner employees. The focus is on immediate call intake, exceptional customer service, resolving basic access issues (Tier 0), and accurate ticket dispatching. This is a non-exempt role reporting to the IT Operations Support Manager.

Requirements

Minimum High School Diploma or GED Equivalent 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
Must be a highly organized, customer-service-minded professional with a passion for hospitality and user experience
Experience delivering exceptional customer support via email, chat, or phone
Must possess excellent communication, interpersonal, organizational, and problem-solving skills
Ability to listen, understand, and de-escalate user frustrations over the phone is required
Familiarity with troubleshooting networking or device workflows such as email, chat, and MDM
Comfort acknowledging uncertainty and proactively seeking answers ("I don't know yet, but I'll find out.")
Some knowledge of computer and common software applications such as Windows Hardware, Microsoft Office, Google Workspace, Active Directory and Jumpcloud
Meet Operations Support customer service standards
Maintain a current valid Louisiana Driver's license
Post-offer drug/alcohol screen and physical evaluation and background check
Applicant/employee must not pose a direct threat to the health or safety of others in the workplace

Nice To Haves

Bilingual preferred
Familiarity with IT ticketing systems (e.g., Freshservice) or some sort of task/note tracking is preferred but not necessary

Responsibilities

Answer, evaluate, and prioritize incoming voice and electronic customer requests.
Act as the first line of defense for the IT department to ensure phones do not go to voicemail.
Address users in a friendly, courteous, and professional manner at all times.
Proactively monitor the ticket queue to follow up with users on aging requests, update them on widespread outages, and ensure a high level of customer satisfaction.
Document all information given and received in Freshservice to track calls, emails, and project tasks.
Accurately dispatch complex tickets to the appropriate specialized IT queues at the guidance of the Lead Tech (Asset Management, Remote Techs, Desktop Management).
Provide immediate, first-call resolution for core access issues, including Google Workspace password resets, Microsoft account unlocks, and Jumpcloud MFA configurations.
Assist in maintaining an accurate inventory of user computers, peripherals, and software in the help desk system via first contact.
Adhere to all company and operations support policies, procedures, and standards.
Manage time and assignments efficiently to complete all ongoing tasks and deliverables.
Perform additional assignments per supervisor's direction.