Wood River Refinery – IT Support Analyst I

• The Company is seeking a contract IT Support Analyst II / III to provide onsite end-user computing support for the Wood River Refinery.
• This role supports day-to-day IT operations across the refinery environment, including desktop support, mobile device support, radio programming, hardware refresh activities, and coordination with business and infrastructure partners.
• The ideal candidate will bring strong troubleshooting skills, sound judgment, a customer-focused approach, and the ability to work safely and effectively in an operating refinery.

Key Responsibilities:

• Work is performed primarily in a refinery environment in Wood River and Roxana, Illinois.
• This position is expected to be onsite to support refinery operations and end-user computing needs.
• Provide onsite deskside support for end-user computing issues in the Wood River Refinery area.
• Troubleshoot and resolve hardware, software, mobile device, and radio programming issues.
• Coordinate resources and suppliers to complete projects, service requests, and refresh activities.
• Partner with local business teams and technical stakeholders to support refinery IT needs.
• Collaborate with central infrastructure teams to plan and execute network and hardware refresh efforts.
• Maintain accurate documentation for supported systems, devices, and processes.
• Support continuous improvement of IT service delivery through reliability, efficiency, quality, and adherence to corporate standards and safety practices.
• What systems, software, and tools are must-have on day one and what level of troubleshooting is expected: basic support, intermediate, or advanced? Ie. Do they need experience with:
  • Windows support
  • Microsoft 365
  • Active Directory
  • ServiceNow or other ticketing tools
  • remote support tools
  • mobile device management
  • hand held radio programming tools
• What refinery-specific systems or environments they need prior experience or familiarity with?

Required Skills/ Qualifications:

• Legally authorized to work in the country where the role is posted.
• High school diploma or GED equivalent.
• Minimum 3 years of direct experience troubleshooting infrastructure systems and end-user computing environments.
• Ability and willingness to provide day-to-day and after-hours support, including 24×7 support as needed.
• Are there any IT certifications or credentials required? A+ desired

Preferred Skills / Qualifications:

• Bachelor’s degree in MIS, Computer Science, or a related field, or equivalent practical experience.
• 4–5 years of experience in an information technology discipline.
• 2+ years of experience supporting refining or midstream IT assets.
• Experience installing and troubleshooting data center infrastructure.
• Strong leadership, initiative, and problem-solving skills.
• Ability to build trust and confidence with customers, business partners, and technical teams.
• Ability to manage multiple priorities concurrently in a dynamic operating environment.
• Strong verbal and written communication skills for direct customer interaction.
• Demonstrated ability to learn and apply advanced or specialized technical training.
• Proven ability to work effectively with business stakeholders and both local and remote IT resources.

Safety / Physical and PPE / Driver / TWIC requirements:

• Ability to move without accommodations across refinery facilities, including climbing stairs and walking field locations and driving to field locations to support hardware and user issues.   – would drive company vehicles to nearby locations – 3 remote sites 10 mins from office. 
• Candidates must be able to work safely in an industrial setting and comply with all site safety requirements.
• Ability to safely operate a (company) motor vehicle in a refinery environment around process equipment.
• Ability to comply with refinery safety requirements, including use of appropriate personal protective equipment  
• Ability to lift computer equipment up to 30 lbs., push or pull equipment on a cart up to 100 lbs., and climb multiple flights of stairs to access field hardware.
• Ability to bend, stoop, crawl under furniture, and handle equipment setup activities as needed.
• Clean driving record and ability to pass DMV background checks 
• Has or is able to obtain and maintain a Transportation Worker Identification Credential (TWIC).