Technical Support Analyst - OT/IT

Resolute Forest Products

Childersburg, AL


Competitive Salary

Primary Purpose
The Technical Support Analyst – OT acts as the primary IT interface with the Mill/Distribution end users.

Duties and Responsibilities

• Works directly with customers to provide services and help resolve computer problems in the IT/OT operations.
• Uses discretion to effect timely solutions of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Collects detailed information to categorize requests to determine method of resolution.
• Exercises sound professional judgement in analysis of problems to: (1) Attempt hardware/software solutions by phone or (2) decide proper level of maintenance required to solve the problem.
• Performs level 1 system administration functions.
• Provides needed support to the site IT Analyst.
• Facilitates OT integration projects
• Support Process Control department and radio communication systems
• Support mill scanner system/hardware support
• Support historian and manufacturing system processes
• Follow ITSM processes/procedures
• Vacation support and backfill for IT/OT personnel
• Support forklift mounted mobility hardware

Knowledge and Experience

• Computer science degree (preferred) with 1 – 5 years hands-on experience in desktop, server, and network technologies and user interface languages. The successful candidate is a self-starter who is motivated by the desire for continuous improvement with respect to the organization’s financial results.
• Technical capacity
• Collaboration skills
• On Call
• Customer/Client focus
• Problem solving/analysis
• Time Management
• MS Office 365
• Windows 7, Windows 8, Windows 10, XP and Vista
• Windows server 2003, 2008, 2012
• Remote desktop support
• Active Directory
• Advanced printer/peripheral device troubleshooting
• Support for handheld smart phones and tablets
• Project management experience
• Experience in a manufacturing environment a plus


Manufacturing environment. Must be able to wear steel toe boots, hard hat, hearing protection, eye protection, and gloves. Walking on uneven surfaces, able to climb stairs and carry at least 20 lbs.