IT Intern

Job Title:

IT InternDepartment:

Information TechnologyReports to:

Lead IT AnalystLocation:

Fairmont, Sturtevant, Rumford and Biron Position Summary This position improves mill/plant reliability by reducing unplanned downtime, increasing throughput, and ensuring adherence to safety and quality standardsHelp 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. About UsND 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 containerboard 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.

Key Responsibilities & Expected Results:

Technical Support & Issue ResolutionRespond 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 ManagementCreate, 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 SetupInstall, 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 ComplianceDocument 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 & CommunicationProvide 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.

Key Performance Indicators (KPIs) Deliver services within established Service Level Agreements (SLAs)Education and ExperienceWorking towards a two or four year degree in information technologyInfrastructure focused programs preferredAbility to speak Mandarin is a plusTechnical SkillsBasic MS Office knowledgeBasis MS operating system knowledgeBasic knowledge of Active Directory, DNS and DHCP Basic generic IT troubleshooting skillsCore Competencies Align competencies with expected outcomesAccountability for resultsProblem solving/root cause analysisProcess disciplineData driven decision makingSuccess ProfileConsistently meets or exceeds KPIsUse data to guide decisionsCollaborate effectively with other team members as well as other departmentsWorking ConditionsMust be able to work safely around potentially dangerous equipment in a manufacturing environment that can be noisy and hot Attributes for SuccessHard 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 in our day-to-day work and outperform our competitors in the marketplace, regarding work and company achievements as a collaborative goal with the desire to go above and beyond.

Integrity - treat the company and teammates with upmost respect, operating on strong moral codes to drive company values and culture. Sense of Urgency drive forward each day with speed, agility, and flexibility to capture unrealized opportunities and avoid potential risks for the business. Entrepreneurial Spirit act like an owner, challenging the status quo, asking the right questions, and actively seeking ways to innovate and improve.

Adaptability be fluid with ND Papers continuous evolution while driving change in a fast-paced environment, equipped with the ability to acclimate quickly. Servant Leadership set an example by implementing meaningful leadership with heart, empathy, foresight and stewardship.

ND Paper Benefits We offer a comprehensive benefits package for eligible employees that includes:

Medical, dental, and vision insurance as well as voluntary benefits such as accident insurance, hospital indemnity, and critical illness for you and your family. Financial protection benefits, including life insurance, disability insurance, and business travel accident insurance. Tax advantaged accounts such as Healthcare and Dependent Care Flexible Spending Account (FSA). Paid holidays, personal days, and vacation days to support work-life balance. A 401K retirement plan with a company match and annual fixed contribution Wellness programs with incentives and an on-site clinic available at our Rumford and Biron location. Enjoy competitive salaries, comprehensive health benefits, and paid time off. Come be a part of our team and grow with us!

ApplyPlease submit your resume, and salary requirements to https://us.ndpaper.com/careersNo unsolicited resumes - ND Paper does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume you submit to us will immediately become the property of ND Paper. If you would like to become a recruiter for ND Paper, please contact us and we will agree in writing to terms and the specific job roles for which you are authorized to recruit.