IT Intern

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Intern Info Technology Rumford, ME, US

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.

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.

• 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.

• Deliver services within established Service Level Agreements (SLAs)

• Working towards a two or four year degree in information technology
  • Infrastructure focused programs preferred
• Ability to speak Mandarin is a plus

• Basic MS Office knowledge
• Basis MS operating system knowledge
• Basic knowledge of Active Directory, DNS and DHCP
• Basic generic IT troubleshooting skills

• Align competencies with expected outcomes
• Accountability for results
• Problem solving/root cause analysis
• Process discipline

• Consistently meets or exceeds KPIs
• Use data to guide decisions
• Collaborate effectively with other team members as well as other departments

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

• 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…