IT Support Technician

Description:

Position Summary

Atalco is seeking a motivated and detail-oriented IT Support Technician (Level 1) to support technology deployment, workstation setup, end-user support, and field operations across our industrial refinery and mining environments. This role is hands-on, requiring regular interaction with operational teams, contractors, and plant personnel.

The ideal candidate has strong foundational IT skills, professional communication, and the ability to work safely and efficiently in high-compliance industrial facilities. The role includes support for both office and plant-floor devices, mobile equipment, and network-connected systems. A TWIC card is required for site access at our Gramercy facility.

Key Responsibilities

Hardware & Deployment

• Deploy, configure, and troubleshoot laptops, desktops, thin clients, tablets, scanners, and mobile devices.
• Install and maintain industrial workstation setups (rugged devices, SAP terminals, Wi-Fi units, VoIP phones).
• Perform hardware imaging using standard deployment tools (Autopilot/Intune, Meraki MDM, etc.).
• Assist with network equipment staging (Meraki switches, APs, MX firewalls) under supervision.

End-User Support

• Provide Level 1 technical support for Windows 10/11, Microsoft O365, Teams, SharePoint, and SAP access.
• Troubleshoot application, device, printing, and connectivity issues.
• Support user onboarding/offboarding (account creation, access provisioning, device setup).

Industrial Environment Support

• Work safely in operational areas including refinery, warehouse, production lines, and outdoor facilities.
• Support field network devices, mounted access points, and remote site communications (including Starlink/SAP VPN devices).
• Assist instrumentation, operations, and maintenance teams with IT-related issues affecting plant systems.

Documentation & Compliance

• Maintain deployment documentation, asset tracking, and ticketing updates in ITSM platform.
• Follow all Atalco IT policies, cybersecurity practices, and change management procedures.
• Ensure compliance with safety procedures, PPE requirements, and TWIC regulations for secured areas.

Qualifications

Required

• TWIC Card (Transportation Worker Identification Credential) or ability to obtain one prior to employment.
• 1–2 years of IT support or helpdesk experience (or equivalent technical certifications/education).
• Knowledge of Windows OS, basic networking (TCP/IP, Wi-Fi), and Microsoft 365 suite.
• Ability to lift 40 lbs, work on ladders, and move computer equipment safely.
• Willingness to work in industrial plant environments (heat, noise, PPE zones).
• Strong customer service and communication skills.

Preferred

• Experience in manufacturing, refinery, mining, or heavy-industrial operations.
• Familiarity with Intune, Meraki MDM, SAP terminal support, and VPN troubleshooting.
• CompTIA A+, Network+, or similar certifications.
• Valid driver’s license for travel between sites.

Key Competencies

• Safety-focused mindset
• Strong troubleshooting and analytical ability
• Attention to detail and thorough documentation
• Ability to work independently and in team settings
• High integrity, confidentiality, and professionalism
• Ability to prioritize and manage multiple tasks in fast-paced environments

Work Environment

• Mix of office and industrial field environments (refinery, warehouse, docks, and outdoor areas).
• PPE required in certain work zones (hard hat, safety glasses, FR clothing, steel-toe boots).
• Some travel between Gramercy and St. Ann locations may be required.
• This job description is not intended to be an exhaustive list of all duties and responsibilities. The employee may be required to perform other related duties as assigned.
• Given the dynamic nature of plant operations, this role may require the performance of additional related duties beyond those listed, as assigned by management.

Requirements:

Required

• TWIC Card (Transportation Worker Identification Credential) or ability to obtain one prior to employment.
• 1–2 years of IT support or helpdesk experience (or equivalent technical certifications/education).
• Knowledge of Windows OS, basic networking (TCP/IP, Wi-Fi), and Microsoft 365 suite.
• Ability to lift 40 lbs, work on ladders, and move computer equipment safely.
• Willingness to work in industrial plant environments (heat, noise, PPE zones).
• Strong customer service and communication skills.

Preferred

• Experience in manufacturing, refinery, mining, or heavy-industrial operations.
• Familiarity with Intune, Meraki MDM, SAP terminal support, and VPN troubleshooting.
• CompTIA A+, Network+, or similar certifications.
• Valid driver’s license for travel between sites.