Hardware Support Specialist II

• Provide basic hardware support across the Global Cellulose Fibers New Bern, NC mill manufacturing environment. Troubleshoot hardware issues and install, configure, and maintain devices in both office and manufacturing settings (including operating systems, drivers, and peripheral devices).
• Manage hardware-related order tracking, technical certifications, and warranty issues.
• Troubleshoot and resolve escalated desktop infrastructure incidents, including:
• Workstations: computers, printers, tablets, handhelds, smartphones, and peripheral devices.
• Network: LAN equipment, access points, Wi-Fi, PLTE, racks, and wiring.
• Vendor management: coordinate vendors supporting infrastructure at the facility (e.g., warranty service, LAN enhancements/repairs, printer support, and e-waste).
• Under direct supervision, act as a liaison with other IT support groups, facility management, and vendors. Assist with planning, designing, and implementing hardware solutions in accordance with IT standards and business direction.
• Support hardware deployment for projects initiated by IT and business partners.
• Under some supervision, coordinate device roadmap and refresh projects for the GCF business (e.g., PCs, printers, handhelds, and VMUs) and other projects as assigned.
• Provide remote and/or on-site support for facilities without an on-site hardware support resource.
• Support critical conference rooms, including telepresence and AV equipment.
• Coordinate multiple work efforts simultaneously and communicate effectively across organizations while maintaining a high level of customer service.
• Provide off-hours support as required in an on-call rotation and occasionally as needed in emergency situations.
• Travel as needed to support mill projects and/or provide coverage.
• Perform all duties with safety as a priority. Follow all mill safety policies and procedures in all interactions.

• Associate degree in Information Systems (or equivalent), or 4-6 years of related Information Systems experience, including PCs and Windows operating systems.
• Experience in manufacturing environment is preferred but not required.
• Strong analytical and problem-solving skills
• Strong written and verbal communication skills
• Strong organizational skills and attention to detail
• Commitment to continuous technical learning and staying current with technology trends
• Time management and prioritization skills
• Active listening skills and a customer-first approach
• Ability to work effectively in an ambiguous, fast-paced environment
• Demonstrated ability to deliver excellent customer service and follow-through
• Ability to operate professionally and effectively support a range of stakeholders, including senior organizational leaders
• Strong team player
• Self-motivated/Strong Work Ethic

At Global Cellulose Fibers, our employees are our most important asset and that’s reflected in our benefits package that includes health, welfare and retirement plans. We are proud to offer a variety of benefits to support our employees and their families, including:

• Medical, Dental, Life insurance
• Flexible Spending Accounts
• Short-term and Long-term Disability
• 401(k) and Company-funded retirement contributions
• Paid Time Off

About Global Cellulose Fibers (GCF): Our GCF business helps customers transform renewable cellulose fibers into essential everyday products. Our safe, high-quality pulp forms the basis for a wide range of applications like towel and tissue products, diapers, feminine care, incontinence and other personal care products that promote health and wellness. In addition, our specialty pulp serves as a sustainable raw material used in construction materials, paints, coatings and more. GCF generated $2.8B in revenue in 2024 and has 3,300 employees globally, with nine manufacturing facilities and eight regional offices. Additional information can be found by visiting globalcellulosefibers.com.

Why GCF: Global Cellulose Fibers promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.