IT Helpdesk, Support Specialist 1

Atlas Atlas • Lafayette, LA

4d • Onsite

About The Position

Join our onsite IT Helpdesk team in Lafayette, Louisiana, as a Support Specialist I, providing first-tier technical support to approximately 3,500 internal employees. This entry-level opportunity offers hands-on experience with a wide variety of technologies, including artificial intelligence, cloud infrastructure, business applications, and end-user computing. The successful candidate will combine strong customer-service skills with technical curiosity, clear communication, and a commitment to resolving employee issues efficiently. Success in this role means taking ownership of support tickets, documenting work accurately, delivering a positive employee experience, and escalating complex issues effectively to Tier 2 and other specialized IT teams.

Requirements

• Entry-level candidates and candidates with relevant customer-service or technical-support experience will be considered; prior helpdesk, IT support, or customer-service experience is preferred.
• No minimum degree or formal education requirement.
• CompTIA A+ is preferred; ITIL, CompTIA Security+, or comparable IT support or analyst certifications are also advantageous.
• Strong customer-service orientation with patience, empathy, and professionalism, plus clear written and verbal communication skills, including the ability to explain technical information to nontechnical employees.
• Strong troubleshooting, critical-thinking, organizational, and time-management skills, with the ability to manage competing priorities and take ownership of requests through resolution or escalation.
• Familiarity with ITSM platforms, ticket lifecycles, prioritization, and escalation practices, and a basic understanding of incident management, request fulfillment, information security, and customer-service best practices.
• Basic knowledge of computer hardware, software installation, application troubleshooting, password issues, and identity and access management, with the ability to provision accounts, install approved software, and configure end-user computers using documented procedures, and to create and maintain clear technical documentation and knowledge-based articles.
• Ability to work onsite in Lafayette, Louisiana, during an assigned shift within the 7:00 a.m.–7:00 p.m. Central helpdesk coverage window, participate in an on-call rotation, travel up to 10% of the time, and lift, carry, and position computers and related equipment.
• Customer-focused, dependable, adaptable, and comfortable learning new technologies, with an interest in professional growth and developing broader knowledge across enterprise IT.
• Ability to collaborate effectively with Tier 2 support personnel and specialized IT teams.

Nice To Haves

• CompTIA A+ is preferred
• ITIL, CompTIA Security+, or comparable IT support or analyst certifications are also advantageous.

Responsibilities

• Monitor, prioritize, and resolve employee requests received primarily through email and chat.
• Troubleshoot password, account-access, application, software, hardware, and general end-user technology issues.
• Record troubleshooting steps, actions, and resolutions accurately in the organization’s IT service management (ITSM) platform.
• Provision, modify, and deactivate user accounts according to established procedures.
• Install approved software and configure computers for employees.
• Communicate clearly, professionally, and promptly throughout the support process.
• Escalate unresolved or complex issues to Tier 2 or the appropriate specialized IT team.
• Create, maintain, and improve knowledge-based articles and support documentation.
• Follow established incident-management, request-fulfillment, security, and escalation procedures.
• Participate in the team’s on-call rotation.
• Assist with onsite technology needs and travel to other locations when required.

Benefits

• 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) and 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 external credentials through tuition reimbursement
• Employee Communities (ECs)
• reasonable accommodation to help employees manage their personal and professional responsibilities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed