What are the responsibilities and job description for the IT Support Technician position at Atalco Gramercy LLC?
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.
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.