IT Support Specialist: Onsite & Remote Tech Help

Billerud Finland Oy; Quinnesec (MI); On-site; USD 42,000 - 63,000; Full time

Benefits offered by this job

Performance-based bonus

401(k) plan

HSA matching

Education support

Healthcare plans

Job summary

Billerud NA is seeking an IT Technical Support Specialist to provide high-quality hardware and software support across manufacturing sites, offices, and remote locations. You will manage incidents, deploy devices, and maintain IT documentation while working with a dedicated service desk team.

The role requires strong customer focus, solid troubleshooting skills, and the ability to operate in a fast-paced environment. On-call duty and travel to North America locations may be required.

Qualifications

• AS/BS/BA in Computer Science, Computer Engineering, related technical field, or equivalent experience.
• 2+ years of Information Technology Application Support or related IT experience.
• Proven experience in IT Technical Support within a networked environment.
• Strong troubleshooting skills for computers, servers, and peripherals.
• High level of customer focus with the ability to explain technical issues clearly.
• Service-oriented, social, and approachable; stress-resistant and fast decision maker.
• Ability to prioritize, multitask, and work independently or in a team.
• Clear and professional communicator, both verbally and in writing.

Responsibilities

• Provide professional IT support for hardware and software issues through the case management system, phone, chat, and onsite visits.
• Ensure all end users receive a consistent, high‑quality user experience across locations.
• Prepare, configure, and deploy computers, peripherals, and mobile devices for end users.
• Provide physical onsite support when issues cannot be resolved remotely.
• Receive, prioritize, categorize, and resolve incidents and service requests per processes.
• Maintain accurate incident records and contribute to knowledge base updates.
• Lead or participate in IT projects, test plans, and rollout activities as needed.

Skills

Active Directory

Entra ID

Intune

Windows OS

Microsoft Office

Printer management

Mobile devices

Remote support tools

Incident management

Asset management

Education

AS/BS/BA in Computer Science or related field

Tools

Bridge (case mgmt)

Job description

Billerud NA is seeking an IT Technical Support Specialist to provide high-quality hardware and software support across manufacturing sites, offices, and remote locations. You will manage incidents, deploy devices, and maintain IT documentation while working with a dedicated service desk team.

The role requires strong customer focus, solid troubleshooting skills, and the ability to operate in a fast-paced environment. On-call duty and travel to North America locations may be required.