IT Intern

Job Title:

IT Intern

Department:
Information Technology

Reports to:

Lead IT Analyst

Location:

Fairmont, Sturtevant, Rumford and Biron

Position Summary

This position improves mill/plant reliability by reducing unplanned downtime, increasing throughput, and ensuring adherence to safety and quality standards

Help Desk Analyst serves as the first point of contact for internal users seeking technical assistance. This role is responsible for diagnosing and resolving hardware, software, and network-related issues, either remotely or in person. The ideal candidate is a strong communicator with a customer-first mindset and basic technical knowledge across desktops, applications, and enterprise systems.

About Us

ND Paper is a leading manufacturer of high-quality pulp, paper, and packaging products in the United States, generating over half a billion dollars in annual sales. As a wholly owned subsidiary of Nine Dragons Paper (Holdings) Limited - the largest container board producer in the world - ND Paper is part of a global network committed to excellence and innovation. With two integrated pulp and paper mills in Rumford, Maine and Biron, Wisconsin, a packaging plant in Sturtevant, Wisconsin, and two sheeting facilities in Langhorne, Pennsylvania and Fairmont, West Virginia, the ND Paper family produces nearly one million tons of products annually.

Our 1,100 dedicated employees are the heart of our operations, and we are committed to fostering positive work environments where individuals can advance and thrive. At ND Paper, we are investing in our future, and that starts with our staff.

Key Responsibilities & Expected Results:

* Technical Support & Issue Resolution

* Respond to IT support requests via phone, email, or ticketing system in a timely and professional manner.

* Diagnose and troubleshoot hardware, software, and connectivity issues on desktops, laptops, printers, mobile devices, and peripherals.

* Escalate complex issues to Tier 2/3 support or appropriate IT personnel as needed.

* User Account & Access Management

* Create, modify, and deactivate user accounts and permissions in Active Directory, email systems, and business applications.

* Support password resets, MFA configurations, and access troubleshooting for internal tools.

* Software & Hardware Setup

* Install, configure, and update operating systems and standard software applications (e.g., Microsoft 365, antivirus, VPN clients).

* Maintain and track IT assets and inventory records.

* Documentation & Process Compliance

* Document support procedures, known issues, and troubleshooting steps in the knowledge base.

* Track all support incidents and resolutions through the ticketing system to maintain service level expectations.

* Customer Service & Communication

* Provide clear and courteous communication to users with varying technical proficiency.

* Follow up on open issues to ensure timely resolution and user satisfaction.

* Train and educate users on common IT tools and best practices to reduce recurring support requests.

Key Performance Indicators (KPI's)

* Deliver services within established Service Level Agreements (SLAs)

Education and Experience

* Working towards a two or four year degree in information technology

* Infrastructure focused programs preferred

* Ability to speak Mandarin is a plus

Technical Skills

* Basic MS Office knowledge

* Basis MS operating system knowledge

* Basic knowledge of Active Directory, DNS and DHCP

* Basic generic IT troubleshooting skills

Core Competencies

* Align competencies with expected outcomes

* Accountability for results

* Problem solving/root cause analysis

* Process discipline

* Data driven decision making

Success Profile

* Consistently meets or exceeds KPI's

* Use data to guide decisions

* Collaborate effectively with other team members as well as other departments

Working Conditions

Must be able to work safely around potentially dangerous equipment in a manufacturing environment that can be noisy and hot

Attributes for Success

* Hard work - tackle each task with determination, passion and creativity; the willingness to put in whatever effort is required to successfully complete the job at hand.

* Pursuit of Excellence - strive to consistently exceed expectations in our day-to-day work and outperform our competitors in the marketplace, regarding work and company achievements as a collaborative goal with the desire to go above and beyond.

* Integrity - treat the company and teammates with upmost respect, operating on strong moral codes to drive company values and culture.

* Sense of Urgency - drive forward each day with speed, agility, and flexibility to capture unrealized opportunities and avoid potential risks for the business.

* Entrepreneurial Spirit - act like an owner, challenging the status quo, asking the right questions, and actively seeking ways to innovate and improve.

* Adaptability - be fluid with ND Paper's continuous evolution while driving change in a fast-paced environment, equipped with the ability to acclimate quickly.

* Servant Leadership - set…