IT Helpdesk Analyst

PTS Advance•El Dorado, AR

3d•Onsite

About The Position

We are seeking a hands-on IT / Help Desk Analyst to support day-to-day IT operations at a major refinery facility in El Dorado, AR. 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.

Requirements

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)
Role is onsite at the Delek Refinery in El Dorado, AR. Must have the ability to wear a respirator and pass respiratory fit testing, if required. Approximately 60%-100% of shift outdoors in a wide range of temperatures. Exposure to chemical vapors, high level of noise or heat that may require PPE. Work may be in 12-hour shifts during Turnaround. May be required to lift or carry up to 50 pounds, push or pull heavy weights, ride a bicycle and climb ladders.
Accountable for the safe operations of assigned duties and areas
Accountable for personal and all personnel safety
Monitors and Operates specialized equipment making adjustments as needed/authorized
Occasionally within shift (1-33%): Climbing
Occasionally within shift (1-33%): Weight lifted / force exerted up to 50 pounds

Nice To Haves

Knowledge of industrial control networks or process automation interfaces.
Certifications : CompTIA A+, Network+, or Microsoft Certified IT Professional (MCP/MCSA) preferred.

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.
Collaborate with corporate IT teams to maintain refinery compliance with company policies and IT standards.
Ensure backup systems, antivirus protection, and data recovery procedures are in place and functional.