Mill End User and Infrastructure Support Analyst - IT

At Sylvamo, we’re a team on a mission. Joining us, you’ll be helping to sustain forests and renew ecosystems, while delivering on the promise of paper to educate, communicate and entertain the world.

Come grow with us!

Salary Range: $68,000- $100,000 Depending on Experience

Purpose:
As a member of a Mill based Global Business IT team you will be a part of a team of professionals supporting 24x7 manufacturing operations. As the Mill End User and Infrastructure Support analyst you will support end-user devices, physical network and server infrastructure and related infrastructure critical to the day-to-day operations of the mill impacting Safety, Environmental Compliance, Product Quality and Production. You will work with business partners and other IT team members to positively impact systems reliability and innovation.

Key Accountabilities:

• Desk side end user support providing L1-L3 support for end user devices (PC/Laptop, HP Laser Printers, Mobile devices and associated hardware/software). Resolve end user issues (break/fix). Deploy and configure new and refresh systems.
• Manufacturing area end user support providing L1-L3 support for mobile computing assets (Tablets, Handheld devices), fixed manufacturing workstations and printers (laser, impact, bar code). Resolve end user issues (break/fix). Deploy and configure new and refresh systems.
• Support of facility LAN/WAN providing L1-L3 support for existing installed Cisco network assets including routers, switches, firewalls and access points. Deploy and configure new and refresh hardware. Troubleshoot related copper/fiber optic wiring/infrastructure working with corporate telecom team and local vendors to repair/replace compromised assets as needed.
• Support of telephony systems (VOIP and/or Analog) providing L1-L3 support for user telephones, analog voice gateways and related network and copper (analog) wiring.
• Support of teleconferencing systems including personal and conference room based systems. Resolve end user issues (break/fix). Deploy and configure new and refresh system.
• Provide end user training and support.
• Recover and dispose/recycle obsolete IT hardware as appropriate pursuant to Sylvamo established policies and procedures.
• Work individually or as a member of a cross functional team implementing system upgrades up to and including full solution replacement.
• Work independently, as a member of a cross-functional team, with business partners and/or vendors/contractors as needed to scope and develop innovative business solutions.
• Provide direct end user support and training in the use of existing solutions supporting Mill operations.
• SharePoint Online Administration and Development.
• Create and maintain system documentation.

Knowledge and Experience:

• Bachelor’s degree in Computer Science, Information Systems, Information Technology, Electrical Engineering, or a related field — or equivalent experience.
• 5+ years of hands-on experience providing end-user device support (Windows, macOS, printers, mobile devices), enterprise PC lifecycle management, and LAN/WAN network troubleshooting.
• Experience supporting network infrastructure technologies, including switches, routers, wireless networks, VPN, and private cellular.
• Experience working with IT service management (ITSM) / help desk ticketing systems (e.g., ServiceNow, Remedy) for incident, problem, and service request handling.
• Demonstrated ability to work independently with minimal supervision, while managing priorities in a fast-paced environment.
• Proven ability to manage change, handle multiple initiatives simultaneously, and meet deadlines.
• Strong communication skills (verbal and written); capable of translating technical issues for non technical audiences and acting as an effective listener.
• Excellent interpersonal and customer service skills, with a focus on building relationships across the organization.
• Demonstrated success working with cross-functional teams, vendors, and external service providers.
• Proficiency with Microsoft 365 / Office 365 productivity applications and related collaboration tools (Teams, SharePoint, OneDrive).
• Experience in the pulp and paper industry is preferred but not required.

Competencies:

• Safe and Well
• Trustworthy
• Inclusive and Collaborative
• Development-Minded
• Customer Focused
• Team-Oriented
• Agile
• Operationally Excellent

Sylvamo partners with you and your family on your health and wellness journey. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability, life insurance, and a generous 401(k) plan with matching company contributions, and more. Sylvamo is here for all stages of life. We also offer paid time off and paid holidays per year.

The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.

Sylvamo is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.