IT Technical Support Specialist (Escanaba, MI)

Job description

Purpose:

Are you interested in being part of an innovative team that supports Billerud’s mission to lead the way when it comes to challenging conventional packaging and business?  Our decisions are guided by the promise of creating a better tomorrow.  Building a future where lighter, stronger, more durable and sustainable packaging is the natural choice not only requires experience and expertise, but also takes dedication, teamwork and perseverance. This is a journey that we are making together with our talented staff and our customers. 

Summary Description:

The IT Technical Support Specialist is directly subordinate to the Global Senior Manager, IT Support and is responsible for the operation and development of Billerud’s IT Technical Support services. The role ensures that defined support models, joint processes, and standards are implemented and consistently followed within Technical Support (TS).

The position provides high‑quality IT service, support, and assistance to all Billerud end users across local sites, sales offices, and remote locations. Support is delivered via telephone, chat, remote tools, and in-person assistance. The role represents the face of IT locally and is critical to ensuring a stable, secure, and positive end‑user experience.

The incumbent has the authority necessary to fulfill the responsibilities of the role within established frameworks, policies, laws, regulations, and agreements. The position carries a duty of confidentiality regarding all information accessed through Billerud’s IT systems.

Qualifications

Key Accountabilities:

End-User Support & Service Delivery

• 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.

Incident & Case Management

• 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.

Knowledge & Continuous Improvement

• 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.

Hardware & Asset Management

• 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.

Collaboration & Projects

• 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.

Special Conditions

• 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.

Personal qualities

Required Experience and Education:

Minimum Required Education and Experience:

• 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
• Strong documentation skills
• 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:

Minimum 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, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.

Why us?

• Be part of a dynamic team within Billerud
• An opportunity to contribute to a more sustainable future
• Development and career opportunities
• Tuition reimbursement and certificate courses offered through partner schools.
• Performance-based bonus
• You can choose among three medical plans designed to help you and your family stay healthy (with virtual care options!).
• Generous 401K match including discretionary annual contribution
  HSA Contribution match with additional contribution for annual preventive exam
• Dental & Vision coverage
• Company paid Disability Coverage
• Wellness rewards program
• Prescription Benefits
• Employee Assistance Program
• Opportunity to hybrid working according to company standard

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