IT Analyst II

Remote (United States)

Where you will work

This opportunity provides the flexibility to work from home! Clearwater Paper is proud to embrace a remote workforce model for specific positions. Our Company has proven success with remote and flexible work locations while maintaining a collaborative and supportive work environment. We use effective communication tools to foster teamwork and collaboration.

Clearwater Paper (NYSE: CLW) is a publicly held company and a premier supplier of private brand tissue to major retailers, including grocery, drug, mass merchants and discount stores. In addition, the company produces bleached paperboard used by quality-conscious printers and packaging converters, and offers services that include custom sheeting, slitting, and cutting. Clearwater Paper's employees build shareholder value by developing strong relationships through quality and service. Working at Clearwater Paper provides an opportunity to enrich your career through challenging and meaningful work and ongoing training and development—all in a supportive environment. We know our success depends on your success.

What you will do

The IT Support Analyst will assist in developing, launching, and managing basic information technology and operational systems in support of core organizational functions and business operations across the enterprise. This position will work with new and emerging technologies including robotic automation.

Business Partnership

Develop strong relationships with key business stakeholders, management, and end-users to understand how the business uses technology
Identify, communicate and resolve systems issues timely in order to maximize the benefit of Technology investments and customer satisfaction
Work in concert with other IT groups to ensure solid support structure and continuity for the business
Escalation point from the IT Service Desk for all site-specific business user technology incident resolution and request fulfillment
Communicate progress on resolutions/fulfilments with business users, Service Desk, IT personnel, and vendors as needed

Facility / Equipment Management

Ensure all technology in responsible facilities is implemented and maintained in accordance with documented procedures, safety, and environmental guidelines
Ship and receive technology to ensure inventory control, safety, and timely delivery of equipment

Enterprise Application, Network/Server & Security Support

Escalation point for Tier 3 IT teams to provide local support of changes, incidents, and requests as necessary, that can’t be handled remotely
Provide physical maintenance on equipment as required
Assist in planning and implementing technology refresh/replacements across compute, network, server & storage environments

Project Management

Participate in virtual project teams for all projects to which assigned
Assist in the planning, design, changes, and implementation of technology
Coordinate with vendor resources as necessary; supervise vendor execution locally for technology implementations to ensure accuracy

Technical Documentation

Create knowledge documentation as necessary for any incident/request that could be handled by the IT Service Desk.

What you will need

Bachelor's degree in Computer Science, Information Technology, OR equivalent combination of education and/or experience
Three years experience in desktop/client support in an environment with a minimum of 300+ users – required
Experience installing, patching, upgrading, and troubleshooting commercial off-the-shelf applications, Microsoft Office 365, InTune, OneDrive, Microsoft Windows Operating systems v7 & 10, Terminal Server, Windows Server 2012 + higher required
Microsoft SCCM understanding & experience deploying images & software with it.
Understanding of network switching and wireless access – required
PowerShell scripting experience – required
Experience with help desk ticketing software - preferably ServiceNow
CompTIA A+ Certification and experience – preferred
CompTIA Network+ Certification or CCNA or higher Certification – preferred
MCITP, MCSA, MCSE, or CompTIA Server+ Certification – preferred
Process Control Network Support - preferred
ITIL v4 Foundations Certification – preferred
Knowledge of NVR and IP camera systems would be recommended.
Experience with printers, print servers, and basic printer troubleshooting.
Strong adherence to safety protocols since it’s a manufacturing facility with lots of automation and heavy equipment moving about.
Ability to work in a hectic environment with very frequent interruptions.
Experience with Android and iOS mobile devices would be a plus
Android-based handheld computers, Vehicle Mounted Units, and handheld scanners on fork trucks are something we also commonly work with.
Understanding of Mobile Device Management
Understanding of Multifactor Authentication
Excellent customer service skills
Strong verbal communication skills required
Able to manage time effectively
Able to operate remotely as part of a virtual team required
Ensure proper triage, escalation, and effective ownership to the resolution of more complex issues

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)