Job Description 

TitleIT Technician (Intern) 

DepartmentPulp & Paper Information Technology 

Reports ToIT Field Services Manager, Pulp & Paper IT  

Job Summary 

The IT Technician is responsible for providing Tier 1 support for the computer and printer environments at Domtar manufacturing, converting, administration and distribution facilities.  This role will work closely with the Field Service Technician on-site and report to the Local site Coordinator. 
  

Minimum Requirements 

• 2+ years work experience in a technical support role with a demonstrated history of achievement and progression utilizing their technical skills to support various technologies and systems. 

OR 

• Associate degree in Information Technology or related field
   

Job Description Details 

Under direct supervision of the FST (Field Service Technician), the IT Technician primary responsibility is to provide technical support of Domtar computers and printers. This position is to provide hardware and software support services while working closely with the FSTs. The IT Technician will work with other IT groups to implement, and support IT policies and procedures set forth by Domtar. 

Key Job Tasks 

• Provide technical break/fix support of all desktops, laptops and printers on the Domtar Business network.
• Utilize the internal IT Ticketing Tool to resolve incidents and change requests in a timely manner
• Promote IT Cyber Security best practices on a daily basis via your actions and your communication
• Ensure hardware assets are updated in the Asset Management System following  the standard Domtar procedures

• Help support Tier 1 hardware break-fix services on PCs, Laptops, Network Printers, Servers, etc.
• Help support Tier 1 IMAC (installs, moves, adds, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, Laptops, Printers, Wireless Handhelds, etc.
• Help support Tier 1 support services installing and troubleshooting hardware, software, and networks; perform preventive maintenance activities

Abilities required 

• Identify, troubleshoot, and resolve a wide range of technical related problems including issues with Microsoft products, Virus and Spam issues, Network Connectivity issues, etc.
• Knowledge of Licensing Compliance and Support Agreements for PC, technical, and hardware equipment infrastructure
• Work with FST to create internal procedures and best practices for IT related items
• Travel to different locations, as needed
• Perform all administrative duties in a concise and timely manner
• Perform remote diagnostic tasks

Personal Skills Required 

• Demonstrated ability to organize work and tasks
• Possess a good attitude and desire to work within a team
• Ability to demonstrate good verbal and written skills, including work logs and end-user communications
• Desire to contribute proactively to needs of Domtar

Technical Skills Required 

• 2+ years of IT related troubleshooting skills (Desktop, Printer, Network etc.)
• 2+ years’ experience using Windows OS (WinXP, Win7, Win8 etc.)
• 2+ years of Microsoft experience
• 2+ years’ experience with using remote support tools.
• Printer Troubleshooting and Installation experience