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Clearwater Paper
Spokane, WA | Other
7 Months Ago
IT Support Analyst
Clearwater Paper Spokane, WA
Other | Durable Manufacturing 7 Months Ago
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Clearwater Paper is Hiring an IT Support Analyst Near Spokane, WA

Purpose

Clearwater Paper (NYSE: CLW) is a publicly held company and a premier supplier of private brand tissue to major retailers, including grocery, drug, mass merchants and discount stores. In addition, the company produces bleached paperboard used by quality-conscious printers and packaging converters, and offers services that include custom sheeting, slitting, and cutting. Clearwater Paper's employees build shareholder value by developing strong relationships through quality and service. Working at Clearwater Paper provides an opportunity to enrich your career through challenging and meaningful work and ongoing training and development—all in a supportive environment. We know our success depends on your success. 

Key Accountabilities & Responsibilities

The IT Support Analyst will be first contact support at our Spokane, WA Corporate office and assist in developing, launching, and managing basic information technology and operational systems in support of core organizational functions and business operations across the enterprise. This position will work with new and emerging technologies including robotic automation.

Business Partnership

  • Develop strong relationships with key business stakeholders, management and end-users to understand how the business uses technology
  • Identify, communicate and resolve systems issues timely in order to maximize the benefit of Technology investments and customer satisfaction
  • Work in concert with other IT groups to ensure solid support structure and continuity for the business 
  • Escalation point from the IT Service Desk for all site-specific business user technology incident resolution and request fulfilment
  • Communicate progress on resolutions/fulfilments with business users, Service Desk, IT personnel and vendors as needed

Facility / Equipment Management 

  • Ensure all technology in responsible facilities are implemented and maintained in accordance with documented procedures, safety and environmental guidelines
  • Ship and receive technology to ensure inventory control, safety and timely delivery of equipment

Enterprise Application, Network/Server & Security Support

  • Escalation point for Tier 3 IT teams to provide local support of changes, incidents and requests as necessary, that can’t be handled remotely
  • Provide physical maintenance on equipment as required
  • Assist in planning and implementing technology refresh/replacements across compute, network, server & storage environments

Project Management 

  • Participate in virtual project teams for all projects to which assigned
  • Assist in the planning, design, changes, and implementation of technology
  • Coordinate with vendor resources as necessary; supervise vendor execution locally for technology implementations to ensure accuracy

Technical Documentation

  • Create knowledge documentation as necessary for any incident/request that could be handled by the IT Service Desk. 

Key Competencies & Attributes

  • Actively seeks and allocates appropriate decision-making authority or task responsibility to appropriate individuals based on their abilities, availability, motivation, and development needs; considers potential positive and negative impact, business unit priorities, organizational values, and the opportunity to enhance others’ knowledge and skills.
  • Identifies barriers that impact customer service and retention; communicates concerns and recommendations to others.
  • Uses understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction and prevent service issues from occurring.
  • Creates relevant options for addressing problems and opportunities that will achieve desired outcomes.
  • Systematically evaluates business opportunities, targeting those with the greatest potential for producing positive business results.

Education/Experience

  • Bachelor's degree in Computer Science, Information Technology, OR equivalent combination of education and/or experience
  • Three plus years’ experience in desktop/client support in an environment with a minimum of 300 users – required
  • ServiceNow experience - required
  • Experience installing, patching, upgrading and troubleshooting commercial off the shelf applications, Microsoft Office 365, InTune, OneDrive, Microsoft Windows Operating systems v7 & 10, Terminal Server, Windows Server 2012 higher required
  • Microsoft SCCM understanding & experience deploying images & software with it.
  • Understanding of network switching and wireless access – required
  • PowerShell scripting experience – required
  • CompTIA A Certification and experience – preferred
  • CompTIA Network Certification or CCNA or higher Certification – preferred
  • MCITP, MCSA, MCSE or CompTIA Server Certification – preferred
  • Process Control Network Support - preferred
  • ITIL v4 Foundations Certification – preferred

Skills/Abilities

  • Superior customer service skills
  • Strong verbal communications skills – required
  • Strong time management skills – required
  • Ability to operate remotely as part of a virtual team – required
  • Ensure proper triage, escalation and effective ownership to resolution of more complex issues

Illustrative Essential Functions

  • Manufacturing and Office Environment
  • PPE required in manufacturing areas
  • Travel less than 15%
  • Long periods of sitting
  • Ability to lift up to 35 pounds
  • Bending
  • Climbing Ladders up to 20 feet
  • Climbing stairs
  • Reading technical specifications

Job Summary

JOB TYPE

Other

INDUSTRY

Durable Manufacturing

POST DATE

08/31/2022

EXPIRATION DATE

12/11/2022

WEBSITE

clearwaterpaper.com

HEADQUARTERS

WARREN, AR

SIZE

3,000 - 7,500

FOUNDED

2008

TYPE

Public

CEO

TONY HOGUE

REVENUE

$1B - $3B

INDUSTRY

Durable Manufacturing

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About Clearwater Paper

Clearwater is a producer of facial tissues, hand towels, napkins and paperboard products for grocery, drug and discount stores.

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The following is the career advancement route for IT Support Analyst positions, which can be used as a reference in future career path planning. As an IT Support Analyst, it can be promoted into senior positions as a Technical Support Analyst II that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Support Analyst. You can explore the career advancement for an IT Support Analyst below and select your interested title to get hiring information.

If you are interested in becoming an IT Support Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become an IT Support Analyst for your reference.

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