Atlas Air job details and career information

Technical Help Desk II Featured

Purchase, New York
Job ID

Position Title: Technical Help Desk II


Department:Information Technology

Reports To: Senior Manager End User Services

Position Summary: Frontline support. Fields and manages all phone and email inquiries directed to the helpdesk.

Values and Behavioral Standards: To ensure the effective communication and application of company values and behavioral standards, as stated in our company Code of Conduct policy, and to respond appropriately in the event of any known departure.

Major Job Accountabilities:
Provide phone and desk side technical support to Atlas end users on a variety of issues.
Provisioning of technical devices, including desktops, laptops, tablets and smart phones.
Act as a liaison between customers and other internal support staff to assure accurate incident interpretation.
Maintain communications with customers during the incident resolution process.
Focus on customer service, quality and follow up.
Strong desktop support skills to resolve higher level issues.
Create and maintain open incidents and service requests in ticket tracking system.
Maintain inventory quality control with internal and vendor asset databases
24/7 operation with flexible hours, this is a shift position.
Develops and maintains positive customer relations.
Coordinates with team members to ensure all employee requests are handled appropriately and in a timely manner.
Ability to perform problem diagnosis, analyze data and provide an effective solution.
Must have excellent communication skills.
Adds information to existing knowledge base, writes documentation and documents procedures.

Required Experience:
College degree or related work experience
Strong knowledge of Windows, Mac, iOS and Android Operating systems
Knowledge of various hardware and software products including Microsoft Office Suite, Exchange Administration, McAfee Antivirus, Microsoft System Center Configuration Manager (SCCM).
Remote software knowledge using SCCM, Proxy, VPN and Remote Desktop.
Strong knowledge of wireless devices and technologies, including Wi-Fi, cellular and Bluetooth
Must be motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner

We offer a highly competitive compensation and benefits package including health coverage, life insurance and 401k savings plan with company match. Visit our website at

The Company is an equal employment/affirmative action employer. It is the Companys policy not to discriminate against any applicant or employee based on race, color, religion, sex, national origin, age, disability, protected veteran status, sexual orientation, gender identity or any other characteristic or status protected by applicable federal, state or local laws.

Please see the links to the EEO is the Law posters on our career websites

Contact Information:
For immediate consideration, please submit your resume through

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Atlas Air Inc. is the largest provider of ACMI freighters for lease and plays a critical role in global air cargo. Atlas Airs highly efficient and reliable fleet is led by the Boeing 747-400 freighter the industry benchmark for operating performance due to its cost and capacity advantage over other freighters. Atlas Airs future operating platform is built upon the new-technology best-in-class Boeing 747-8 freighter. Atlas is an Equal Opportunity Employer. It is the policy of Atlas to afford equal employment opportunity to all employees and applicants for employment without regard to race color religion sex sexual orientation national origin citizenship place of birth age or disability in accordance with federal state and local laws.

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