IT Customer Service Representative

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. Additional responsibilities include onboarding/offboarding support, asset tracking, and maintaining IT documentation. The ideal candidate is approachable, responsive, and genuinely enjoys helping people solve problems. All team members are expected to embody Legacy Utility Group's core values of Integrity, Teamwork, and Think Big in everything they do. 

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by the business demands. 

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. 

• 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. 

• 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. 

• 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. 

• 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. 

• Identify recurring issues and recommend process or training improvements. 

Qualification Requirements 

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. 

• Experience supporting a multi-location or multi-entity organization is a plus. 

Required 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. 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, 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. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

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. 

Note: Legacy Utility Group is a drug-, smoke-, and alcohol-free workplace. Drug testing is a requirement for employment. Legacy Utility Group is an Equal Opportunity Employer.