Technician, Field Services

Information Technology / Technologies de l’information Hawesville, Kentucky


Position Description


The IT Field Service Technician is responsible for providing Tier 1 & 2 support management for the computers and network environments at Domtar manufacturing, converting and distribution facilities. This role will be interacting with all levels of business and/or mill management.


More specifically, you will be required to:

  • Follow all Domtar safety rules and regulations

  • Oversee the daily performance of all desktops, laptops, mobile devices and peripheral equipment at assigned location(s).

  • Provide application support for various mill applications, as needed

  • Utilize the internal IT Ticketing System to resolve incidents, service requests and change requests in a timely manner.

  • Promote IT Cyber Security best practices on a daily basis via your actions and your communications.

  • Ensure hardware assets are updated in the Asset Management System following the standard Domtar procedures.

  • Participate in On-Call rotation to provide 24/7 support for assigned location.

  • Coordinate infrastructure work with vendors.

  • Perform support activities including backups, patch installs, incident resolution, account maintenance, etc.

  • Provide assistance and guidance to other Business / IT teams as required.

  • Provide support for the IT-related infrastructure components (servers, thin clients, switches, virus updates, backups, etc.) of the local process control production environments.





Abilities Required:

  • Identify, troubleshoot and resolve a wide range of technical related problems including LAN/WAN, TCP/IP, IP Addressing, etc.

  • Practical knowledge of Licensing Compliance and Support Agreements for PC, Technical and Hardware equipment.

  • Create internal procedures and best practices for IT related items.

  • Off-Hours availability coordination with other IT staff members.

  • Travel to different locations as needed.

  • Perform all administrative duties in a concise and timely manner.

  • Perform remote diagnostic tasks.


Technical Skills Required:

  • 5+ years’ experience working with MS Server software and hardware.

  • MCSA – Windows 2008 or 2012 Server Certification desired.

  • 5+ years’ experience in the implementation of data connectivity for local area networks (LAN), wide area networks (WAN) and storage area networks (SAN).

  • 5+ years’ experience with information technology infrastructure components

  • 5+ years’ experience troubleshooting and resolving printer issues in addition to configuring and installing printers.

  • 5+ years’ experience leading and managing technology projects.

  • 5+ years’ experience managing Active Directory.

  • Experience providing support services for Microsoft related technologies such as Windows Server, Clustering and VMWare.

  • Knowledge of real-time controls hardware and PLC automation systems is a plus.



Personal Skills Required:

  • Good organizational skills

  • Ability to manage time well and meet multiple deadlines in a hectic environment.

  • Demonstrated ability to communicate effectively in writing and verbally, including worklogs and end-user communications.

  • Desire to contribute proactively to the needs of Domtar.

  • Demonstrated ability to take