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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist (Quinnesec, MI) - **Company:** Billerud Wisconsin LLC - **Location:** Quinnesec, MI, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Active Directory, Databases, Computer Engineering, Desktop Computing, IT Management, Microsoft Office, Remote Infrastructure Management, Software Engineering, Data Logging, Diagnostic Tools, Tablet Computers, Peripherals, Microsoft InTune, Information Technology, Network Server, Server Operating Systems & Platforms, Windows Client - **Published:** September 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a13fedd24aad9329 ## About the Role * 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 ## 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., * 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. ## Related Videos - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Diversity Matters: ÖBB’s Innovative Approach and why we need Queer Thinking in IT](https://www.wearedevelopers.com/videos/908-diversity-matters-obb-s-innovative-approach-and-why-we-need-queer-thinking-in-it) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [Fake or News - AI Toothbrushes, Carrier Pigeon Tech & Life on Mars - Krzysztof Cieślak](https://www.wearedevelopers.com/videos/2165-fake-or-news-ai-toothbrushes-carrier-pigeon-tech-life-on-mars-krzysztof-cieslak) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Biggest German Tech Companies](https://www.wearedevelopers.com/magazine/424-the-biggest-german-tech-companies) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023)