IT Helpdesk, Support Representative

We are seeking a customer-focused Technical Support Representative to serve as the first point of contact for employees requiring technical assistance. In this role, you will provide timely support for technology-related issues involving computer workstations, Microsoft 365 applications, collaboration tools, user accounts, printers, mobile devices, and other business systems. The ideal candidate is a strong problem solver with excellent communication skills who can deliver exceptional customer service, document support activities accurately, resolve routine technical issues, and escalate complex incidents when needed. This position plays a vital role in maintaining employee productivity by ensuring reliable, responsive, and professional technical support across the organization.

Core Responsibilities

• Serve as the first point of contact for employees seeking technical assistance, delivering timely and professional support across multiple channels including phone, Microsoft Teams, remote support tools, ticketing systems, and in-person interactions.
• Troubleshoot and resolve a wide range of hardware, software, account access, application, and connectivity issues to minimize business disruption and ensure a positive user experience.
• Support and maintain Microsoft 365 applications, Outlook, Teams, OneDrive, Windows operating systems, printers, peripheral devices, and other standard business technologies.
• Manage IT incidents and service requests from intake through resolution, ensuring accurate prioritization, thorough documentation, clear communication, and adherence to service desk processes.
• Perform first-level diagnostics to identify root causes, resolve issues whenever possible, and escalate complex problems to Tier 2 support with complete troubleshooting details and supporting information.
• Maintain ownership of assigned tickets, provide status updates to users, verify successful resolution, and ensure users can resume normal operations before closing requests.
• Assist with workstation deployments, hardware installations, software configuration, user account administration, password resets, and technology rollouts across the organization.
• Conduct basic troubleshooting related to workstation performance, network connectivity, mobile devices, printing systems, and business applications.
• Utilize internal knowledge bases, vendor resources, and documented procedures to efficiently diagnose and resolve technical issues while maintaining consistency and quality standards.
• Create and maintain detailed documentation of troubleshooting steps, resolutions, recurring issues, and support procedures to strengthen organizational knowledge and improve future response times.
• Identify recurring technical trends, recommend process improvements, and collaborate with IT teams to enhance support effectiveness and the overall employee experience.
• Partner closely with Tier 2 support staff and other IT teams on escalations, special projects, technology initiatives, training activities, and continuous improvement efforts.

• 1-3 years of experience in a Help Desk, Service Desk, Desktop Support, Technical Support, or similar customer-facing IT support environment.
• Strong working knowledge of Windows operating systems, Microsoft 365 applications, computer hardware, and common business technologies.
• Experience troubleshooting end-user issues involving software, hardware, printers, network connectivity, account access, and Microsoft Office applications.
• Hands-on experience using ticketing systems to manage incidents, document resolutions, and deliver high-quality customer support.
• A customer-first mindset with the ability to remain patient, professional, and empathetic when assisting users with technical challenges.
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical audiences.
• Strong organizational skills and the ability to prioritize multiple requests while maintaining attention to detail in a fast-paced environment.
• A structured problem-solving approach, sound troubleshooting abilities, and a desire to continuously learn and expand technical knowledge.
• Experience with Microsoft 365 administration, Active Directory or Entra ID, remote support tools, and endpoint support is highly valued.
• Familiarity with networking fundamentals including wired, wireless, VPN, and internet connectivity concepts.
• An Associate Degree in Information Technology, CompTIA A+ certification, or equivalent technical training is preferred.
• A collaborative team-oriented attitude with a willingness to share knowledge, contribute to process improvements, and support broader IT initiatives.

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.

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., * 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.