Job Description

Essential Duties & Responsibilities

The IT Technician must be proficient in the following areas:

PC and User Support

Configure, deploy, maintain, and troubleshoot societal desktops, laptops, ruggedized field devices, tablets, thin clients, aboard peripherals (printers, scanners, label printers, time clocks, etc.). Perform diagnostics and repairs on hardware and software issues to minimize downtime. Provide in-person and remote technical support to field, plant, ST reorganized personnel.

Server Administration

Assist with administration, monitoring, backup, patching, and troubleshooting of Windows Server environments. Support Active Directory, DNS, DHCP, file permissions, and group policy management.

Networking and Connectivity

Diagnose and resolve LAN/WAN connectivity issues, including fiber, wireless point-to-point links, and industrial network infrastructure used in groundwater mining environments. Assist with installation and maintenance of routers, switches, firewalls, access points, cabling, and network cabinets. Support underground communication systems (e.g., leaky feeder, mine phone, Wi-Fi mesh, tracking systems) when applicable.

Software/Application Support

Support Microsoft 365 and other business-critical software, including ERP, safety/compliance systems, talent tracking, dispatch, and timekeeping systems. Utilize remote management tools and helpdesk ticketing systems to track, escalate, and resolve support requests.

Helpdesk and Documentation

Receive, log, prioritize, and resolve helpdesk tickets. Escalate advanced issues when required and provide clear communication on resolution timelines. Document troubleshooting steps, fixes, configurations, and preventative recommendations.

Field Support & Safety

Provide onsite IT support at mining locations when remote resolution is not possible. Follow MSHA, OSHA, and company safety standards while working at mines, preparation plants, and contractor sites. Assist with IT-related compliance requirements for audits, inspections, and certifications.

Other Duties

Perform other IT-related tasks and special projects as assigned by the IT Manager.

Competencies

Strong customer-service mindset with the ability to support users under time-sensitive production conditions. Self-directed with a high level of accountability for issue ownership and follow-through. Ability to work in a fast-paced, multi-site, industrial environment with shifting priorities. Strong problem-solving skills with the ability to diagnose issues under pressure. Excellent written and verbal communication skills. Team-oriented with the ability to collaborate across IT, Operations, Maintenance, Safety, and HR departments. Commitment to safety and risk awareness while working in field locations.

Qualifications and Experience

3-5 years of IT support experience, preferably in an industrial, manufacturing, or mining environment. Experience with hardware diagnostics and repair. Working knowledge of Microsoft Windows desktop and server operating systems. Experience with Active Directory, group policy, and user administration. Experience with remote access tools, ticketing systems, and endpoint management. Hands-on experience with network hardware including switches, routers, firewalls, wireless systems, and cabling.

Preferred Certifications (Not Required but Highly Valued)

CompTIA A+, Network+, or Security+ Cisco (CCNA or equivalent) Microsoft (MCP, MCSA, or equivalent) Experience with ruggedized IT equipment for industrial use

Physical Demands

Lift and carry up to 50 lbs. of equipment (servers, UPS units, network gear). Bend, climb, crawl, and work in semi-confined or elevated areas such as network closets, preparation plant control rooms, and mining infrastructure areas. Manual dexterity for cabling, wiring, and precise equipment setup in confined spaces. Ability to work while wearing required PPE (e.g., hard hat, safety glasses, respirator, reflective clothing).

Travel Requirements

Ability to travel regularly to company locations across Kentucky (KY), West Virginia (WV), and Indiana (IN). Travel may include underground or surface mine visits and preparation plant environments. Overnight travel may be required depending on project length or troubleshooting needs. Must possess and maintain a valid U.S. driver's license and meet company driving standards.

Work Environment

Mix of office, shop, plant, and mine environments. Exposure to noise, dust, and temperature variations when working at field locations.

Must follow all company safety rules and site-specific requirements.


Equal Opportunity Employer

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