Hardware Support Specialist II

Global Cellulose Fibers•Franklin, VA

9d•Onsite

About The Position

Provide basic hardware support across the Global Cellulose Fibers Franklin, VA 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) and network equipment (LAN equipment, access points, Wi-Fi, PLTE, racks, and wiring). Coordinate vendors supporting infrastructure at the facilities (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.

Requirements

Associate degree in Information Systems (or equivalent), or 4–6 years of related Information Systems experience, including PCs and Windows operating systems.
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

Responsibilities

Provide basic hardware support across the Global Cellulose Fibers Franklin, VA 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 and network equipment.
Coordinate vendors supporting infrastructure at the facilities.
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.
Coordinate device roadmap and refresh projects for the GCF business 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.