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Role Summary:

Serves as the primary on-site Information Technology (IT) resource for the Tehachapi Cement Plant. Responsible for maintaining reliable and secure technology infrastructure, providing end-user technical support, administering plant IT systems, and ensuring the continuous operation of business and manufacturing technology. Acts as the liaison between the Tehachapi Plant and Corporate IT, supporting daily operations, cybersecurity initiatives, enterprise applications, and technology projects while delivering exceptional service to plant employees.

Organizational Position:

Work Location: Tehachapi, California (5 days On-Site)
Reports To: IT Manager

Purpose:

Ensure the availability, security, and performance of the Tehachapi Plant's technology environment by providing responsive IT support, maintaining local infrastructure, supporting manufacturing systems, and coordinating with Corporate IT to minimize downtime and improve operational efficiency.

Key Accountabilities:

Provide first-line IT support for all Tehachapi Plant employees, resolving hardware, software, network, printer, mobile device, and peripheral issues.
Install, configure, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and related technology equipment.
Support Microsoft Windows operating systems, Microsoft 365, Active Directory, and standard enterprise applications.
Administer user accounts, access permissions, password resets, and workstation deployments in accordance with corporate security standards.
Maintain local network infrastructure including switches, wireless connectivity, network cabling, and communications equipment while coordinating advanced support with Corporate IT.
Support plant manufacturing and business applications including SAP and operational systems used throughout the facility.
Perform hardware installations, software deployments, imaging, upgrades, patch management, and routine preventative maintenance.
Maintain accurate inventory of IT assets, software licensing, equipment lifecycle, and technology documentation.
Coordinate vendor support, warranty repairs, and third-party service providers for plant technology needs.
Escalate complex technical issues to Corporate IT while ensuring timely communication and resolution.
Support cybersecurity initiatives including endpoint protection, vulnerability remediation, user awareness, and compliance with corporate IT policies.
Assist with implementation of corporate technology projects, infrastructure upgrades, and continuous improvement initiatives.
Develop user guides, technical documentation, and knowledge base articles to improve support effectiveness.
Provide occasional after-hours support for business-critical issues, outages, or planned maintenance activities.

Knowledge:

Strong knowledge of Microsoft Windows operating systems and Microsoft 365 administration.
Working knowledge of Active Directory, Entra ID, DNS, DHCP, TCP/IP networking, VPNs, wireless technologies, and endpoint management.
Experience troubleshooting desktop hardware, laptops, printers, mobile devices, and peripheral equipment.
Understanding of enterprise networking concepts including LAN, WAN, switches, wireless access points, and network security.
Familiarity with ERP systems, preferably SAP.
Knowledge of IT asset management, hardware lifecycle management, software deployment, and patch management.
Understanding of cybersecurity best practices and endpoint security technologies.
Ability to prioritize multiple service requests while maintaining exceptional customer service.
Excellent analytical, troubleshooting, communication, and organizational skills.

Problem Solving:

Diagnoses and resolves technical issues affecting employee productivity and plant operations.
Prioritizes incidents based on operational impact and business urgency.
Identifies recurring technical issues and recommends long-term corrective solutions.
Collaborates with Corporate IT to resolve infrastructure and enterprise system issues while minimizing operational downtime.
Exercises independent judgment in troubleshooting, escalation, and resolution of technology-related challenges.

Interactions and Influence:

Frequent interaction with plant leadership, maintenance, operations, administration, finance, and production personnel.
Works closely with Corporate IT, cybersecurity teams, technology vendors, and external service providers.
Provides technical guidance to employees regarding hardware, software, security practices, and technology utilization.
Supports implementation of corporate IT standards and promotes technology best practices throughout the plant.

Impact:

Direct: Maintains reliable technology operations that support employee productivity, manufacturing systems, cybersecurity, and business continuity.

Indirect: Enhances operational efficiency, reduces technology downtime, improves user satisfaction, and supports UNACEM North America's digital transformation initiatives.

Experience and Education:

Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field preferred.
Three to five years of experience providing IT support in a manufacturing, industrial, mining, or production environment preferred.
Experience supporting Microsoft Windows, Microsoft 365, Active Directory, networking, and enterprise hardware.
Experience supporting SAP or other ERP systems preferred.
Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, Azure, CCNA, or equivalent certifications preferred.
Full proficiency in English. Spanish is desirable.

Success Profile:

Customer-focused with a strong commitment to providing exceptional technical support.
Highly organized and capable of managing multiple priorities independently.
Strong analytical thinker with excellent troubleshooting skills.
Proactive, dependable, and committed to continuous improvement.
Effective communicator who can explain technical concepts to non-technical users.
Demonstrates ownership, accountability, and sound decision-making.
Role model of UNA Culture values.

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