IT Helpdesk Analyst

We are seeking a hands-on IT / Help Desk Analyst to support day-to-day IT operations. This role provides on-site technical assistance for plant personnel, ensuring reliable functionality of computer systems, network connectivity, and hardware/software applications critical to refinery operations. The ideal candidate is service-oriented, adaptable, and comfortable working in an industrial environment supporting both office and field users. Key Responsibilities

• Serve as the primary on-site contact for IT support requests, troubleshooting

desktops, laptops, printers, mobile devices, and peripherals.

• Support end-users with software installations, system access, and hardware

configuration.

• Maintain and monitor plant networks, switches, and connectivity to ensure reliable

uptime.

• Manage user accounts, security permissions, and group policies in Active Directory

and Microsoft 365 environments.

• Provide support for process control system interfaces, handheld devices, and field

communications tools used by refinery staff.

• Setup iPads and add printers for users.
• Document all service requests, incidents, and resolutions in the ticketing system;

escalate complex issues as needed.

• Assist with deployment of IT projects, system upgrades, and cybersecurity

initiatives.

• Ensure backup systems, antivirus protection, and data recovery procedures are in

place and functional.

• Education: Associate or Bachelor’s degree in Information Technology, Computer

Science, or related field (or equivalent work experience).

• Experience: 2-5 years of IT support experience, ideally in a manufacturing,

chemical, or refinery setting.

• Technical Skills:

o Windows 10/11, Microsoft 365, and Active Directory administration o Network troubleshooting (LAN/WAN, switches, routers, cabling) o Experience with ServiceNow, Remedy, or similar ticketing tools o Familiarity with VPN, remote desktop tools, and mobile device management (MDM)

• Preferred: Knowledge of industrial control networks or process automation

interfaces.

• Certifications: CompTIA A+, Network+, or Microsoft Certified IT Professional