IT Helpdesk, Support Representative

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.

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.

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 escal ...

This position plays a vital role in maintaining employee productivity by ensuring reliable, responsive, and professional technical support across the organization.

• 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, One Drive, 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 escal ... 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…