Technical Support Specialist - IT Helpdesk

Oneatlas; Lafayette (LA); Hybride; USD 36 000 - 48 000; Plein temps

Avantages offerts par ce poste

Medical, dental & vision coverage

401(k) with company match

Paid time off

Life & disability insurance

Learning & development programs

Résumé du poste

Atlas is seeking a customer-focused Technical Support Representative to be the first point of contact for employees needing technical assistance. You will provide timely support for hardware, software, accounts, printers, and mobile devices, ensuring productive IT services across the organization.

You will troubleshoot, document resolutions, and escalate complex incidents to Tier 2 while maintaining clear communication and strong customer service.

Qualifications

• 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.

Responsabilités

• 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 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 requests.

Connaissances

Help Desk

Windows OS

Microsoft 365

Ticketing systems

Customer service

Troubleshooting

Communication skills

Active Directory

Remote support

Formation

Associate Degree in Information Technology

CompTIA A+ certification

Outils

Microsoft Teams

Remote support tools

Endpoint support

VPN

Description du poste

Atlas is seeking a customer-focused Technical Support Representative to be the first point of contact for employees needing technical assistance. You will provide timely support for hardware, software, accounts, printers, and mobile devices, ensuring productive IT services across the organization.

You will troubleshoot, document resolutions, and escalate complex incidents to Tier 2 while maintaining clear communication and strong customer service.