IT Helpdesk, Support Specialist 1

About the role

Atlas is a trusted leader in environmental and infrastructure consulting services. We provide services that enable communities to flourish and thrive, with a team of 3,500 employees and offices throughout the US.

Responsibilities

• Monitor, prioritize, and resolve employee requests received primarily through email and chat.
• Troubleshoot password, account-access, application, software, hardware, and general end-user technology issues.
• Record troubleshooting steps, actions, and resolutions accurately in the organization’s IT service management (ITSM) platform.
• Provision, modify, and deactivate user accounts according to established procedures.
• Install approved software and configure computers for employees.
• Communicate clearly, professionally, and promptly throughout the support process.
• Escalate unresolved or complex issues to Tier 2 or the appropriate specialized IT team.
• Create, maintain, and improve knowledge-based articles and support documentation.
• Follow established incident-management, request-fulfillment, security, and escalation procedures.
• Participate in the team’s on-call rotation.
• Absorb onsite technology needs and travel to other locations when required.

Requirements

• Entry-level candidates and candidates with relevant customer-service or technical-support experience will be considered; prior helpdesk, IT support, or customer-service experience is preferred.
• No minimum degree or formal education requirement. CompTIA A+ is preferred; ITIL, CompTIA Security+, or comparable IT support or analyst certifications are also advantageous.
• Strong customer-service orientation with patience, empathy, and professionalism, plus clear written and verbal communication skills, including the ability to explain technical information to nontechnical employees.
• Strong troubleshooting, critical-thinking, organizational, and time-management skills, with the ability to manage competing priorities and take ownership of requests through resolution or escalation.
• Familiarity with ITSM platforms, ticket lifecycles, prioritization, and escalation practices, and a basic understanding of incident management, request fulfillment, information security, and customer-service best practices.
• Basic knowledge of computer hardware, software installation, application troubleshooting, password issues, and identity and access management, with the ability to provision accounts, install approved software, and configure end-user computers using documented procedures, and to create and maintain clear technical documentation and knowledge-based articles.
• Ability to work onsite in Lafayette, Louisiana, during an assigned shift within the 7:00 a.m.–7:00 p.m. Central helpdesk coverage window, participate in an on-call rotation, travel up to 10% of the time, and lift, carry, and position computers and related equipment.
• Customer-focused, dependable, adaptable, and comfortable learning new technologies, with an interest in professional growth and developing broader knowledge across enterprise IT.
• Ability to collaborate effectively with Tier 2 support personnel and specialized IT teams.

Qualifications

• Strong customer-service orientation with patience, empathy, and professionalism, plus clear written and verbal communication skills, including the ability to explain technical information to nontechnical employees.
• Strong troubleshooting, critical-thinking, organizational, and time-management skills, with the ability to manage competing priorities and take ownership of requests through resolution or escalation.
• Familiarity with ITSM platforms, ticket lifecycles, prioritization, and escalation practices, and a basic understanding of incident management, request fulfillment, information security, and customer-service best practices.
• Basic knowledge of computer hardware, software installation, application troubleshooting, password issues, and identity and access management, with the ability to provision accounts, install approved software, and configure end-user computers using documented procedures, and to create and maintain clear technical documentation and knowledge-based articles.
• Ability to work onsite in Lafayette, Louisiana, during an assigned shift within the 7:00 a.m.–7:00 p.m. Central helpdesk coverage window, participate in an on-call rotation, travel up to 10% of the time, and lift, carry, and position computers and related equipment.
• Customer-focused, dependable, adaptable, and comfortable learning new technologies, with an interest in professional growth and developing broader knowledge across enterprise IT.
• Ability to collaborate effectively with Tier 2 support personnel and specialized IT teams.

Skills

• CompTIA A+
• ITIL, CompTIA Security+, or comparable IT support or analyst certifications

Benefits

• Health & Wellness: Medical, dental, and vision coverage with multiple plan options, including no-cost employee-only medical coverage.
• Time Off & Family Support: Vacation time, paid holidays, sick & safety leave (SSL), and paid parental leave.
• Retirement: 401(k) and company match.
• Insurance: Life, AD&D (Accidental Death & Dismemberment), and Disability insurance.
• Safety Program: Approved PPE at no cost and reimbursement for prescription safety glasses and protective footwear.
• Learning & Development: Clear career paths, learning resources and development programs allowing you to see how you can grow and advance within the company. We offer internal certifications on specific skills and support external credentials through tuition reimbursement.
• Belonging: Employee Communities (ECs), voluntary, employee-led groups that create connections, belonging and shared purposes.
• Flexibility: Reasonable accommodation to help employees manage their personal and professional responsibilities.

Pay

Competitive salary based on experience and qualifications.

Schedule

Onsite support during an assigned shift within the 7:00 a.m.–7:00 p.m. Central helpdesk coverage window, with occasional travel up to 10% of the time.