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 3,500 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 everyone’s 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 3,500 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 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.
• Assist with onsite technology needs and travel to other locations when required.

You’ll 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 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-t