Billerud · 3 days ago
IT Technical Support Specialist (Escanaba, MI)
Escanaba, MI
Full-time
Hybrid
Entry, Mid Level
2+ years expBillerud is an innovative company committed to sustainability in packaging solutions. The IT Technical Support Specialist is responsible for providing high-quality IT support to end users across various locations, ensuring a stable and positive user experience while managing incidents and supporting continuous improvement initiatives.
SustainabilityManufacturingLogisticsForestryPackaging ServicesPaper ManufacturingProduct Design
Responsibilities
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
Qualification
Required
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
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
Preferred
Knowledge of production‑related IT systems and the paper industry is meritorious
Benefits
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
Company
Billerud
We are a world leading company in high performance paper and packaging materials; passionately committed to sustainability, quality and customer value.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Tonie Meyers
Senior Vice President, CFO and Sheeting Operations
Kay Kersey
HR Business Partner
Recent News
2025-11-28
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