Refinery - IT Support Analyst

An IT Support Analyst I is required to provide comprehensive, onsite end-user computing and infrastructure support for a downstream energy facility in the Wood River region. This role is pivotal in maintaining day-to-day information technology operations across an industrial refinery environment. The successful candidate will manage desktop systems, mobile devices, radio programming, and hardware refresh initiatives, while collaborating seamlessly with local business units and centralized infrastructure partners. This position demands sound technical judgment, a strategic commitment to operational safety, and a sophisticated approach to service delivery within an active industrial asset.

Core Responsibilities

• Execute Onsite Support: Deliver high-level desk-side and end-user computing support across the refinery complex and its adjacent field locations.
• Resolve Technical Issues: Troubleshoot and remediate complex hardware, software, operating system (Windows), mobile device, and handheld radio programming challenges.
• Manage Lifecycle Activities: Coordinate with corporate suppliers and internal resources to execute hardware refresh cycles, project deployments, and technical service requests.
• Liaise with Stakeholders: Partner with local business operations and technical stakeholders to align IT service delivery with critical plant operational needs.
• Collaborate with Infrastructure Teams: Align with corporate centralized infrastructure teams to plan, configure, and deploy network and hardware upgrades.
• Maintain Documentation: Author and preserve meticulous documentation regarding system configurations, asset management, and deployment processes.
• Drive Continuous Improvement: Enhance IT service delivery by adhering to corporate performance quality standards, technical efficiency metrics, and stringent site safety protocols.
• Operate Fleet Vehicles: Navigate company motor vehicles safely within the industrial complex to support three remote field sites situated near the primary office.

Required Qualifications

• Authorization: Legally authorized to work in the country of posting without sponsorship.
• Education: High School Diploma or GED equivalent.
• Experience: Minimum of three (3) years of direct experience troubleshooting infrastructure systems and end-user computing environments, with demonstrated proficiency in:
• Windows Operating Systems and Microsoft 365 suites.
• Active Directory administration.
• Enterprise ticketing platforms (e.g., ServiceNow) and remote support utilities.
• Mobile Device Management (MDM) platforms.
• Handheld radio programming tools.
• Availability: Ability and willingness to provide core operational support alongside occasional after-hours coverage, including weekend or shutdown support up to three times per calendar year.
• Physical Requirements: Capability to traverse industrial facilities without accommodation, including walking field locations and ascending multiple flights of stairs to access elevated hardware.
• Ability to lift computing equipment weighing up to 30 lbs., maneuver equipment carts up to 100 lbs., and perform physical setups including bending, stooping, and crawling under office furniture.
• Licensure & Compliance: Possession of a clean driving record and the ability to pass a Department of Motor Vehicles (DMV) background check.
• Possession of, or the explicit ability to obtain and maintain, a Transportation Worker Identification Credential (TWIC).
• Strict adherence to industrial safety protocols, including the mandatory use of site-specified Personal Protective Equipment (PPE).

Preferred Qualifications

• Education: Bachelor’s degree in Management Information Systems (MIS), Computer Science, or a related technical discipline, or equivalent practical experience.
• Certification: CompTIA A or equivalent professional IT certifications.
• Advanced Experience: Four to five (4–5) years of experience within an information technology discipline.
• Two (2) or more years of experience directly supporting IT assets within a refining, midstream, or heavy industrial environment.
• Practical experience installing and troubleshooting data center infrastructure.
• Professional Competencies:
• Demonstrated initiative, analytical problem-solving capabilities, and the capacity to manage concurrent priorities within a dynamic operating environment.
• Superior verbal and written communication skills tailored for executive and end-user interactions.
• Proven ability to establish trust with cross-functional business partners, local stakeholders, and remote technical teams.

Employment Details

• Location: Roxana, IL 62084
• Work Arrangement: 100% Onsite - Monday through Friday
• Schedule: 40 hours per week, utilizing a consistent 8-hour shift structure framed between 6:30 AM and 5:00 PM.
• Duration: Estimated 1-year initial assignment with potential for extension.