IT Customer Service Representative

About the role

The IT Customer Service Representative is the first point of contact for employees across NorCal Pipeline Services, Jaeger Vacuum Excavation (JVac), Energy Construction Solutions (ECS), and Guardian Traffic Solutions who need help with technology, systems, or equipment. This role owns the day-to-day help desk experience — logging and resolving tickets, supporting hardware and software issues, and guiding employees through IT questions with patience and clarity.

Responsibilities

• Help Desk Support & Ticket Management: Serve as the first point of contact for employee IT requests via phone, email, and ticketing system, log, triage, and track support tickets, ensuring timely resolution or escalation, and follow up with employees to confirm issues are fully resolved and satisfaction is met.
• End-User Support & Troubleshooting: Provide first-level troubleshooting for hardware, software, and connectivity issues across all entities, support common business applications, email, and Microsoft 365 tools, and escalate complex technical issues to the appropriate internal or vendor resource.
• Hardware & Asset Management: Set up, configure, and deploy laptops, desktops, and mobile devices for new and existing employees, maintain accurate records of IT assets, licenses, and equipment assignments, and coordinate repairs, replacements, and returns with vendors as needed.
• Onboarding & Offboarding Support: Prepare and provision accounts, equipment, and system access for new hires, process timely deactivation of access and equipment recovery for departing employees, and partner with the People team to ensure a smooth first-day technology experience.
• Documentation & Communication: Maintain up-to-date help desk documentation, FAQs, and how-to guides for common issues, communicate system outages, changes, or maintenance windows clearly to employees, and identify recurring issues and recommend process or training improvements.

Qualifications

• Education: High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology or a related field preferred.
• Experience: 3+ years of experience in a help desk, IT support, or customer service role, experience with Microsoft 365, Windows operating systems, and common business applications, and experience supporting a multi-location or multi-entity organization is a plus.

Skills

• Strong customer service orientation with a patient, friendly, and professional manner.
• Clear written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Solid troubleshooting and problem-solving skills.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Strong organizational skills and attention to detail.
• High level of integrity and professional judgment with the ability to handle confidential information with discretion.

Work Environment and Physical Demands

This role is primarily performed in an office setting with prolonged periods of sitting and computer use. The noise level in the work environment is usually moderate. The employee is regularly required to use hands to handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to sit, stand, and walk. The employee occasionally is required to lift and/or move up to 25 pounds (e.g., computer equipment). Specific vision abilities required by this job include close vision and distance vision.