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IT Support Technician (Full-time, hourly, non-exempt)

Job Summary:

MICA Corporation designs, installs and maintains intelligent transportation systems — the signals, tolling and traffic technology operating on highways throughout Texas. Alongside it, MICA Steelworks and Railhead Underground Products serve the structural steel and underground products markets. The majority of our combined workforce is field-based, and the technology they depend upon is most often a phone or tablet rather than a desk.

The IT Support Technician provides front-line technical support across our three operating companies, which together employ approximately 600 people. The position combines conventional desktop support for office staff with substantial responsibility for the mobile devices and field applications that our crews rely on daily.

This is a multi-site role, and candidates should understand that clearly before applying. Our three companies operate from several locations across the Dallas–Fort Worth Metroplex, and our people are spread across all of them. The technician is based at the Riverside office in Fort Worth but is not at that desk every day. Driving to another company site to resolve something in person is a routine and expected part of the week, and the successful candidate will be comfortable working independently away from the home office, planning a route, and carrying the equipment needed to be productive wherever the day takes them. Travel is within the Metroplex and ends the day back home. Mileage driven between company sites is reimbursed.

This position joins a three-person Information Technology department and reports to the Director of Information Technology.

Reports to: Director of Information Technology

Supervisory Responsibilities: None

Duties and Responsibilities:

Multi-site support and travel:

Travel regularly to company locations throughout the Dallas–Fort Worth Metroplex to deliver on-site support, deploy and recover equipment, and resolve issues that cannot be handled remotely.
Plan the working week across multiple locations, balancing scheduled on-site visits against help desk demand and communicating availability to the department.
Maintain a mobile working kit — tools, spares, imaging media and staged devices — sufficient to complete work at any site without returning to the home office.

Mobile devices and field technology:

Configure, deploy and support smartphones and tablets issued to field crews, foremen and superintendents.
Prepare and stage devices in advance of need so that crews are not delayed at the start of a shift.
Provide support for field applications in daily use, including remote assistance to personnel working at job sites.
Coordinate with the company's mobile carrier regarding line activations, replacements and account changes.

Front-line technical support:

Serve as the initial point of contact for technical requests submitted through the help desk; triage incoming issues, resolve those within scope, and escalate others with sufficient documentation to support efficient handoff.
Diagnose and resolve hardware, software, printing, account and connectivity issues for office personnel.
Prioritize work according to business impact and communicate expected timelines to affected users.
Maintain accurate and current ticket records, including timely closure, to support reporting on service levels and departmental workload.

Endpoint provisioning and account administration:

Build, image and deploy desktop and laptop computers; maintain a staged inventory sufficient to support new hires from their first day.
Administer user and computer accounts in Active Directory, including account creation and disablement, group membership, password resets and lockouts, organizational unit management, and domain joins.
Perform day-to-day administration in Microsoft 365, including license assignment, mailbox and distribution list management, shared mailbox configuration, and multi-factor authentication administration.
Support device enrollment and configuration under Microsoft Intune as the platform is deployed.
Execute the technical elements of the employee onboarding and separation process, including timely account disablement, equipment recovery, and mailbox and file disposition as directed by the responsible manager.

Network support:

Troubleshoot network connectivity issues to the point of isolating the fault to the device, cabling, switch port, wireless infrastructure or upstream network, and escalate with that analysis completed.
Support VPN and remote-access clients for office and field personnel.

User enablement and documentation:

Provide one-to-one instruction to field supervisors and crew leads on the use of company technology.
Produce and maintain clear written procedures sufficient to allow another technician to repeat the work.

Information security:

Adhere to and reinforce company security practices, including endpoint protection, multi-factor authentication, security awareness training and appropriate handling of company data.
Identify and promptly report suspected security incidents, including suspicious email.

This description reflects the principal duties of the position. It is not an exhaustive list, and the incumbent may be assigned other duties consistent with the role.

Required skills and abilities:

Demonstrated experience configuring and supporting smartphones and tablets in a business environment.
Working knowledge of Windows 10 and Windows 11 in a domain environment.
Active Directory administration — creation, modification and disablement of user and computer accounts; group membership management; password resets and account lockouts; and domain joins. Familiarity with the application of Group Policy to a workstation.
Microsoft 365 administration — practical experience in the admin center, including license assignment, mailbox and distribution list management, and multi-factor authentication, together with end-user support for Outlook, Teams, SharePoint and OneDrive.
Working knowledge of networking — TCP/IP, DHCP and DNS fundamentals; the ability to trace a connectivity fault from endpoint to wall port to switch; and sufficient understanding of VLANs and wireless networking to describe an issue accurately for escalation.
Ability to communicate technical information clearly to non-technical personnel.
Willingness and ability to travel regularly between company sites across the Dallas–Fort Worth Metroplex. A valid Texas driver's license, an acceptable driving record, and reliable transportation are required.
Ability to work independently at a site without direct supervision, and to manage time across competing locations.
Have a valid Driver’s License & Motor Vehicle Record with minimal infractions.
Willing and able to pass physical examination and drug and alcohol screenings.
Must be willing to travel extensively when needed.

Education and Experience:

One to three years of hands-on desktop or help desk support experience, or equivalent demonstrated ability.
CompTIA A+ and Network+ certification, or comparable certification or demonstrated experience.
Exposure to switching, firewall administration or structured cabling beyond the troubleshooting level.
Experience with Microsoft Intune, Microsoft Entra ID or comparable endpoint management platforms.
Conversational Spanish. A significant portion of our workforce is more comfortable communicating in Spanish, and this capability materially improves service delivery in the field.
Prior experience supporting a field or trades workforce in construction, utilities, transportation or a comparable industry.
Ownership of a personal set of hand tools for technical work. This is a preference, not a requirement — MICA provides tools to any technician who does not have their own.

Core Competencies:

Adaptability and willingness to learn. The successful candidate will adopt established MICA practices and standards, and will be receptive to direction regarding methods that may differ from prior experience.
Self-direction. Much of the work is performed away from the home office and without direct supervision. The position suits someone who organizes their own day across several locations and is comfortable being the only IT presence on site.
Service orientation. End users are the purpose of the role rather than an interruption to it. Interactions should leave users better equipped and appropriately supported.
Accountability and follow-through. Work is tracked accurately and carried to completion, including administrative closure.
Professional integrity. The position carries administrative access to company systems and requires sound judgment regarding requests that fall outside established procedure, including escalation when appropriate.

Physical Requirements:

Regular travel between company sites is an essential function of this position, not an incidental one. Travel is within the Dallas–Fort Worth Metroplex, is completed within the working day, and does not involve overnight stays.
Must be able to drive to company locations, load and unload equipment, and work productively from a vehicle and at sites other than the home office.
Must be able to lift and carry computer and peripheral equipment, and to install, move and service equipment in office, shop and job-site environments.
Work is performed in office settings and, on occasion, in industrial or outdoor job-site conditions.
Scheduled weekend work is required periodically in support of maintenance and migration activity that cannot be performed during business hours.

MICA Corporation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected Veteran status. Candidates must possess authorization to work in the United States. MICA Corporation will not sponsor or transfer visas for US work authorization.

Third Parties Resumes submitted without current/valid vendor agreement will become property of MICA Corporation. Recruiting/staffing firms may not contact hiring managers directly.

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