IT Helpdesk, Support Representative

At the heart of everything we do is our people. People who are masters of their fields. People who strive to deliver quality and excellence. People who make a difference in their communities.

Our employees believe in our purpose and know that our work ultimately makes the world a better place. When you bring your talents to Atlas, you become part of a national team of over 3,500 experienced engineers, environmental scientists, inspectors, and other professionals working to improve the infrastructure assets and natural environment in the communities where we live and work.

At Atlas, we’re committed to fostering a company culture that is welcoming for every employee.

Pushing the limits of what’s possible, we’re a place for intellectual curiosity.

Our employees believe in our purpose and know that our work ultimately makes the world a better place. When you bring your talents to Atlas, you become part of a national team of over 3,500 experienced engineers, environmental scientists, inspectors, and other professionals working to improve the infrastructure assets and natural environment in the communities where we live and work.

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

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 elevate 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, 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 elevate 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…