Technical Support Specialist (Quinnesec, MI)

Job Description

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.
  
  

Personal qualities

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
• 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

• 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).
• Comprehensive Benefits
• Multiple medical plans with virtual care options
• Generous 401(k) offerings
• HSA contribution match additional preventive exam contribution
• Dental & vision coverage
• Company paid disability insurance
• Prescription benefits
  

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 tools to help fight climate change. That's why we see it as our responsibility to enable the best packaging choices, for a better tomorrow.

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 year round.

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 better tomorrow.