IT Helpdesk, Support Specialist 1

About Atlas 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 3500 employees and offices throughout the US we combine local expertise and a network of relationships to deliver solutions to both public and private clients Our services help improve the quality of life in the communities where we live and work We always aim for smart safe and sustainable results At Atlas we understand that our future is everyones responsibility and we create a better experience at every stage of a project Job Description Join our onsite IT Helpdesk team in Lafayette Louisiana as a Support Specialist I providing first tier technical support to approximately 3500 internal employees This entry level opportunity offers hands on experience with a wide variety of technologies including artificial intelligence cloud infrastructure business applications and end user computing The successful candidate will combine strong customer service skills with technical curiosity clear communication and a commitment to resolving employee issues efficiently Success in this role means taking ownership of support tickets documenting work accurately delivering a positive employee experience and escalating complex issues effectively to Tier 2 and other specialized IT teams Core Responsibilities Monitor prioritize and resolve employee requests received primarily through email and chatTroubleshoot password account access application software hardware and general end user technology issuesRecord troubleshooting steps actions and resolutions accurately in the organizations IT service management ITSM platformProvision modify and deactivate user accounts according to established proceduresInstall approved software and configure computers for employeesCommunicate clearly professionally and promptly throughout the support processEscalate unresolved or complex issues to Tier 2 or the appropriate specialized IT teamCreate maintain and improve knowledge based articles and support documentationFollow established incident management request fulfillment security and escalation proceduresParticipate in the teams on call rotationAssist with onsite technology needs and travel to other locations when requiredYoull thrive here if you have 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 advantageousStrong customer service orientation with patience empathy and professionalism plus clear written and verbal communication skills including the ability to explain technical information to nontechnical employeesStrong troubleshooting critical thinking organizational and time management skills with the ability to manage competing priorities and take ownership of requests through resolution or escalationFamiliarity with ITSM platforms ticket lifecycles prioritization and escalation practices and a basic understanding of incident management request fulfillment information security and customer service best practicesBasic 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 articlesAbility to work onsite in Lafayette Louisiana during an assigned shift within the 700 am700 pm 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 equipmentCustomer focused dependable adaptable and comfortable learning new technologies with an interest in professional growth and developing broader knowledge across enterprise ITAbility to collaborate effectively with Tier 2 support personnel and specialized IT teamsWhat you can expect from us The A Team Experience is our employee program focused on helping our people thrive professionally personally and as part of a community We trust our people to do great work and live fulfilling lives and we provide resources that care for our people both at work and in life Health & Wellness We offer medical dental and vision coverage with multiple plan options including no cost employee only medical coverage Time Off & Family Support We offer vacation time paid holidays sick & safety leave SSL and paid parental leave Retirement We help employees plan for the future with a 401k and company match Insurance To provide protection and peace of mind we offer Life AD&D Accidental Death & Dismemberment and Disability insurance Safety Program We are committed to safety as part of our quality of life core value and we provide approved PPE at no cost and reimbursement for prescription safety glasses and protective footwear Learning & Development We provide 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 We support Employee Communities ECs voluntary employee led groups that create connections belonging and shared purposes Flexibility May vary by project demands and regional workloads but we are committed to providing reasonable accommodation to help employees manage their personal and professional responsibilities Our people and our culture are central to our work Our values bring us together create a sense of belonging and give us purpose They guide how we make decisions how we work as a team and how we serve our clients Life We enhance the quality of life We value people and safety above all else Heart As our hallmark we act with compassion empathy and respect Trust We work together as partners doing what we say with full accountability Mastery Always striving for the highest quality greatness inspires our work About the Job Career Level EntryEmployment Type Full timeEEO Statement Atlas is committed to providing equal employment opportunities for all employees and applicants without regard to race including hairstyles hair texture hair type or hair length commonly or historically associated with race ethnicity creed religion or religious creed color sex including pregnancy childbirth breastfeeding and related medical conditions or requests for pregnancy disability leave andor family care leave gender identity gender expression sexual orientation national origin ancestry citizenship or immigration status primary language crime victim status criminal conviction history uniformed service member or veteran status marital status age genetic information disability or protected medical condition genetics political affiliation or activities or any other status protected under applicable federal state or local laws Notice to Third Party Agencies Please note that Atlas Technical Consultants does not accept unsolicited resumes from recruiters or employment agencies In the absence of a signed Recruitment Fee Agreement Atlas will not consider or agree to payment of any referral compensation or recruiter fee In the event a recruiter or agency submits a resume or candidate without a previously signed agreement Atlas explicitly reserves the right to pursue and hire those candidates without any financial obligation to the recruiter or agency Any unsolicited resumes including those submitted to hiring managers are deemed to be the property of Atlas Ready to build a career to be proud of Join the A Team today