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Atlas

IT Helpdesk, Support Representative

Atlas

. Serve as the first point of contact for employees seeking technical assistance through phone, Microsoft Teams, remote support tools, ticketing systems, and in-person interactions .

Posted 9/15/2026full-timeLafayette • Louisiana • United StatesJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving technical issues related to Windows operating systems, Microsoft 365 applications, and hardware support. Proficient in managing IT incidents and service requests while maintaining effective communication and documentation practices.

Highest-signal resume keywords
Windows Operating SystemsMicrosoft 365 ApplicationsTicketing SystemsTechnical SupportActive Directory

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingHardware SupportSoftware ConfigurationNetwork ConnectivityAccount Access ManagementWorkstation DeploymentRemote Support ToolsDocumentationProcess ImprovementMicrosoft Office Applications
Soft Skills
Verbal CommunicationWritten CommunicationOrganizational SkillsProblem-SolvingCollaboration
Tools & Technologies
Microsoft TeamsOneDrivePrintersPeripheral DevicesVPN
Certifications & Qualifications
CompTIA A+Associate Degree in Information Technology
Industry Keywords
Help DeskService DeskDesktop SupportTechnical SupportCustomer-Facing IT Support

About the role

Key responsibilities & impact
  • Serve as the first point of contact for employees seeking technical assistance through phone, Microsoft Teams, remote support tools, ticketing systems, and in-person interactions
  • Troubleshoot and resolve hardware, software, account access, application, and connectivity issues
  • Support Microsoft 365 applications, Outlook, Teams, OneDrive, Windows operating systems, printers, peripheral devices, and other business technologies
  • Manage IT incidents and service requests from intake through resolution
  • Perform first-level diagnostics, resolve issues when possible, and escalate complex problems to Tier 2 support
  • Maintain ownership of assigned tickets, provide status updates, verify resolutions, and close requests
  • Assist with workstation deployments, hardware installations, software configuration, user account administration, password resets, and technology rollouts
  • Conduct basic troubleshooting for workstation performance, network connectivity, mobile devices, printing systems, and business applications
  • Use knowledge bases, vendor resources, and documented procedures to diagnose and resolve issues
  • Create and maintain documentation of troubleshooting steps, resolutions, recurring issues, and support procedures
  • Identify recurring technical trends and recommend process improvements
  • Collaborate with Tier 2 support and other IT teams on escalations, special projects, technology initiatives, training, and continuous improvement

Requirements

What you’ll need
  • 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 software, hardware, printers, network connectivity, account access, and Microsoft Office application issues
  • Hands-on experience using ticketing systems to manage incidents and document resolutions
  • Excellent verbal and written communication skills
  • Strong organizational skills and ability to prioritize multiple requests
  • Structured problem-solving and troubleshooting abilities
  • Experience with Microsoft 365 administration, Active Directory or Entra ID, remote support tools, and endpoint support is highly valued
  • Familiarity with wired, wireless, VPN, and internet connectivity concepts
  • Associate Degree in Information Technology, CompTIA A+ certification, or equivalent technical training is preferred
  • Willingness to share knowledge, contribute to process improvements, and support broader IT initiatives

Benefits

Comp & perks
  • Medical, dental and vision coverage with multiple plan options, including no-cost employee-only medical coverage
  • Vacation time
  • Paid holidays
  • Sick & safety leave (SSL)
  • Paid parental leave
  • 401(k) with company match
  • Life, AD&D (Accidental Death & Dismemberment) and Disability insurance
  • Approved PPE at no cost
  • Reimbursement for prescription safety glasses and protective footwear
  • Clear career paths, learning resources and development programs
  • Internal certifications on specific skills
  • Support for external credentials through tuition reimbursement
  • Employee Communities (ECs)
  • Reasonable accommodation to help employees manage personal and professional responsibilities