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-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.
What 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 401(k) 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: Entry
- Employment Type: Full-time
EEO 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 and/or 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 AgenciesPlease 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 candidate(s) 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.
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