IT Analyst II Technical

Where you will work

Clearwater Paper stands out as a premier independent supplier of paperboard packaging products to North American converters. Corporate Headquarters is in Spokane, Washington, our corporate team works to support our operations while creating a thriving environment for employees and customers alike,

If you are based out of Spokane, you’ll enjoy our collaborative office space, regular team and community events and a city known for its natural beauty and outdoor recreation. For our remote employees, we work well across multiple time zones, respecting your schedules and setting up opportunities for you to get to know co-workers and see our operations firsthand.

Guided by our core values of commitment, collaboration, communication, courage and character, we create an environment where everyone feels respected, valued and empowered to do their best work.

What you will do

The Technical Analyst II – Site Support role is responsible for providing hands-on, on-site IT support to ensure the reliability, availability, and performance of technology systems that enable manufacturing and business operations.

This position focuses on end-user support, infrastructure maintenance, and coordination with centralized IT teams to resolve issues and deliver technology services with minimal disruption to production and business workflows.

Business Partnership & Site Support 

• Build and maintain strong working relationships with site leadership, operations, maintenance, and end-users to understand business needs and production priorities.
• Provide responsive, customer-focused on-site support to minimize operational disruption and downtime.
• Act as the primary IT point of contact at the assigned site(s), coordinating with centralized IT teams (network, security, applications, infrastructure).
• Communicate technical issues, risks, and impacts in clear, business-friendly language to stakeholders.
• Identify recurring issues and proactively recommend improvements to enhance system reliability and user experience

Site Infrastructure, Equipment & Asset Management 

• Install, configure, maintain, and troubleshoot end-user devices, printers, manufacturing systems, and support IT hardware.
• Support local network infrastructure (switches, wireless access points, cabling) in coordination with network engineering teams.
• Maintain accurate IT asset inventory, including receiving, tracking, deployment, and lifecycle management of equipment.
• Perform equipment moves, adds, and changes in support of site operations. 
• Ensure all technology installations adhere to safety requirements, PPE protocols, and environmental standards within manufacturing environments.
• Coordinate hardware repairs, replacements, and warranty/vendor services.

Infrastructure & Systems Support

• Assist in the implementation and support of server, storage, and backup systems under direction of infrastructure teams.
• Support patching, updates, and endpoint management processes.
• Validate system performance and participate in basic health checks and monitoring activities.
• Support user access provisioning and basic directory services administration.
• Assist with technology refresh and standardization initiatives at the site.

Project & Vendor Coordination

• Participate in IT projects impacting the assigned site(s), including infrastructure upgrades, deployments, and system implementations.
• Work with external vendors and contractors to ensure quality, safety, and adherence to scope during implementations.
• May lead small, site-based projects or initiatives with defined scope and timelines.

Documentation, Compliance & Continuous Improvement

• Maintain accurate and up-to-date technical documentation, site diagrams, and support procedures.
• Ensure compliance with IT standards, security policies, and audit requirements.
• Document solutions and contribute to knowledge base articles to improve team efficiency.
• Identify opportunities to improve processes, reduce costs, and enhance system performance.
• Support and promote standardization of IT services and configurations across sites.

Key Competencies & Attributes

• Actively seeks and allocates appropriate decision-making; considers potential positive and negative impact, business unit priorities, organizational values, and the opportunity to enhance others’ knowledge and skills.
• Identifies barriers that impact customer service and retention; communicates concerns and recommendations to others.
• Uses understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction and prevent service issues from occurring.
• Creates relevant options for addressing problems and opportunities that will achieve desired outcomes.

What you will need
To be successful in this position, we are looking for candidates with the following:

• Bachelor's degree in Computer Science, Information Technology, OR equivalent combination of education and/or experience
• A minimum of three years’ experience in desktop/client support environment or medium/large scale manufacturing location or industrial environment.
• Other preferred/required experiences/certifications:
• Experience installing, patching, upgrading and troubleshooting commercial off the shelf applications, Microsoft Office 365, InTune, OneDrive, Microsoft Windows Desktop and Server Operating systems, Terminal Server.
• Microsoft SCCM understanding & experience deploying images & software with it - required
• Understanding of network switching and wireless access – required.
• PowerShell scripting experience – required.
• CompTIA A+ Certification and experience – preferred
  • Superior customer service skills.
  • Strong verbal and written communication skills; ability to effectively communicate with management, user community and other members within the technical organization.
  • Demonstrated time management skills with strong ability to prioritize tasks and assignments.
  • Intermediate problem resolution skills that ensure proper triage, escalation, and effective ownership to resolution of more complex issues
  • Demonstrated intermediate analytical skills.
  • Ability to both operate remotely and as part of on-site teams – required.
  •  After-hours support  24x7 manufacturing support expectation.
  • CompTIA Network+ Certification or CCNA or higher Certification – preferred
  • Manufacturing and Office Environment
  • PPE required in manufacturing areas
  • Travel up to 25%
  • Long periods of sitting
  • Ability to lift up to 35 pounds
  • Bending
  • Climbing Ladders up to 20 feet
  • Climbing stairs
  • Reading technical specifications