Sustainable IT Support Specialist | End-User Tech

Billerud; Quinnesec (MI); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Performance-based bonus

Tuition reimbursement

Medical plans

Job summary

Billerud NA is seeking an IT Technical Support Specialist to deliver high-quality technical support and customer service to employees across manufacturing sites, offices, and remote locations. You will ensure consistent support models and best practices are followed, while maintaining confidentiality and leveraging various channels such as phone, chat, and in-person assistance.

The role requires incident handling, documentation, and collaboration with global IT teams, with on-call duties and

Qualifications

• Provide professional IT support for hardware and software through case management, telephone, chat, and onsite visits.

Responsibilities

• Provide high-quality IT support across manufacturing sites, offices, and remote locations.
• Maintain confidential handling of information and systems.
• Document incidents and resolutions in the knowledge base and ticketing system.
• Escalate complex issues to 2nd/3rd line support as needed.
• Participate in IT projects, test plans, and rollout activities.

Skills

Customer focus

Communication skills

Teamwork

Stress-management

Prioritization

Education

AS/BS/BA in Computer Science or related technical field

2+ years IT Application Support or related IT experience

Tools

Active Directory

Entra ID

Intune

Windows OS

Microsoft Office

Printers & print management

Remote management tools

Job description

Billerud NA is seeking an IT Technical Support Specialist to deliver high-quality technical support and customer service to employees across manufacturing sites, offices, and remote locations. You will ensure consistent support models and best practices are followed, while maintaining confidentiality and leveraging various channels such as phone, chat, and in-person assistance.

The role requires incident handling, documentation, and collaboration with global IT teams, with on-call duties and