Technical Support Specialist (Quinnesec, MI)

Billerud Finland Oy

Quinnesec (MI)

On-site

USD 42,000 - 63,000

Full time

3 days ago

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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

Technical Support Specialist (Quinnesec, MI)

At Billerud we believe that when we have tomorrow in mind, we will do our very best today. It is thanks to our employees that we are a world-leading company within the field of renewable paper and packaging materials. Do you want to realize your true value and work for a sustainable tomorrow? Join us!

Position Description:

The IT Technical Support Specialist reports to the BNA Service Desk & Onsite Support Manager and is responsible for supporting and enhancing Billerud's IT Technical Support services. The role ensures that established support models, processes, standards, and best practices are consistently implemented and followed across assigned areas of responsibility.

This position provides high-quality technical support and customer service to Billerud employees across manufacturing sites, offices, and remote locations. Support is delivered through a variety of channels, including phone, chat, remote tools, and in-person assistance. As a key local IT representative, the IT Technical Support Specialist plays an essential role in maintaining a secure, stable, and positive end-user experience.

The incumbent is expected to carry out responsibilities in accordance with company policies, applicable laws and regulations, and established IT governance standards. This position requires the highest level of confidentiality regarding information, systems, and data accessed through Billerud's technology environment.

Qualifications

Key Accountabilities:

Provide professional IT support for hardware and software issues through the case management system, telephone, chat, and onsite visits.
Ensure all end users—regardless of role or location—receive a consistent, high-quality user experience.
Support individual workplaces and shared environments such as conference rooms, printers, clock computers, and other common IT functions.
Prepare, configure, and deploy computers, peripherals, mobile devices, and accessories for end users.
Provide physical onsite support when issues cannot be resolved remotely.
Act as a promoter and ambassador of IT services toward the business.
Receive, prioritize, categorize, and resolve incidents and service requests according to Billerud’s case management processes and priority matrix.
Monitor and manage new and existing cases in Bridge.
Escalate or hand off cases appropriately to 2nd-line and 3rd-line support teams, specialists, or super users when required.
Close and document resolved cases, including customer feedback and preventive guidance to avoid recurrence.
Maintain accurate records through disciplined incident logging and documentation.
Maintain and update the IT knowledge database with solutions, instructions, and user guides for both business users and IT colleagues.
Analyze incident and service request data to support continuous improvement and targeted interventions.
Actively participate in improvement initiatives to ensure cost-effective support delivery across all sites.
Contribute to ensuring site volumes meet agreed service level expectations.
Order computers, phones, and accessories from the approved standard range for local IT warehouses and shared functions.
Deliver and install hardware at user workplaces and common areas.
Maintain accurate asset and configuration records.
Lead or participate in IT projects, test plans, and rollout activities as needed.
Assist specialists for CAD and construction tools during onsite support activities.
Work collaboratively across IT teams to align processes, methods, and frameworks used within Billerud.
On-call duty is included in the position.
Shifted working hours may occur
Travel to Billerud North America (BNA) locations is required as needed.
The position includes confidentiality obligations due to elevated system access and authorization levels.

Required Experience and Education:

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 required
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 in a professional and educational manner
Service-oriented, social, and approachable
Stress-resistant with the ability to make quick decisions in fast-paced environments
Able to prioritize, multitask, and work effectively both independently and as part of a team
Clear and professional communicator, both verbally and in writing
Flexible, responsible, proactive, and improvement-focused
Able to build and maintain strong working relationships across the organization

Required skills:

Active Directory, Entra ID, and Intune
Windows client and server operating systems
Microsoft Office suite
Printers and print management systems
Mobile telephony and mobile devices/tablets
Remote management and troubleshooting tools
Incident, service request, and asset management systems
Familiarity with Billerud’s IT methods, models, and frameworks
Knowledge of production-related IT systems and the paper industry is meritorious

Application information

Billerud NA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.

Why us?

At Billerud, you’ll be part of a collaborative, forward thinking team dedicated to shaping a more sustainable future. We’re committed to supporting your growth, well being, and long term success.

Impactful Work – Contribute to meaningful sustainability initiatives.
Career Growth – Access development programs and internal advancement opportunities.
Education Support – Tuition reimbursement + certificate programs through partner schools.
Competitive Compensation – Performance based bonus eligibility (role dependent).
Multiple medical plans with virtual care options Generous 401(k) offerings
HSA contribution match + additional preventive exam contribution
Company paid disability insurance

Our recruitment process may include interviews, recruitment test, reference checks, and alcohol & drug testing.

Do you want to help create a sustainable future through your work?

At Billerud, we are fully committed to reduce our and our customers carbon footprint by offering high-performance paper and packaging materials. We are convinced that the right solutions can be important toolsto help fight climate change. That's why we see it as our responsibility to enable the best packaging choices, for a bettertomorrow.

Our proud history in the forestry and paper industry goes back more than 150 years. Since then, we’ve grown to what we are today: a world leading company in high-performing paper and packaging materials - passionately committed to sustainability, quality, and customer value. Our materials are the basis of packaging and paper products used by millions of people around the world, 24 hours a day, all yearround.

We serve customers in more than 100 countries through our three business areas Liquid Packaging Board, Paper and Paper Board. Our nine production units are located in Sweden, USA, and Finland and we have around 5,200 employees in 16 countries. Our annual turnover is approximately SEK 40.5 billion and the share is listed on Nasdaq Stockholm. At Billerud we always put safety first, care for each other, and do what we say.

Join us in redefining sustainable packaging and drive meaningful change for a bettertomorrow.