IT Technical Support Specialist; Escanaba, MI

Overview

Purpose:

Job description. 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:

• 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

Minimum Required

Education and Experience:

• AS/BS/BA in…