Site Support Technician II

Reynolds Consumer Products•Jacksonville, IL

2d•Onsite

About The Position

Reynolds Consumer Products is hiring a Site Support Technician II for its manufacturing facility in Jacksonville, Illinois. The role provides operational technology support across office, manufacturing, and warehouse environments, helping ensure computing devices, peripherals, applications, network infrastructure, printers, and servers operate reliably. The technician independently resolves complex site support issues, leads infrastructure and root-cause initiatives, and works with IT teams, managed service providers, and business stakeholders to deliver timely, high-quality solutions. The position also supports colleagues across multiple locations and contributes to projects, process improvements, and operational continuity. The technician manages break/fix work and service requests, including assignment, ticket documentation, customer interaction, coordination with other teams, and resolution within expected quality and service-level expectations. The role includes supporting Apple devices and macOS/iOS users, network devices, local servers, network printers, Dell and HP equipment, handheld and vehicle-mounted units, and conference room systems such as Microsoft Teams Rooms. The technician documents processes and trains peers, leads infrastructure projects and multi-discipline problem investigations, and communicates with end users and IT teams. The company prefers a bachelor's degree in computer science or an equivalent combination of education and relevant experience. The role calls for extensive experience in site support, Apple support, network-device installation and troubleshooting, local server support, and network printer troubleshooting. Preferred qualifications include Microsoft certifications, familiarity with various IT tools, project management experience, and certification in computing-device and peripheral warranty processes and repairs.

Requirements

At least 10 years of experience implementing and supporting computing devices and peripherals in office, manufacturing, and warehouse environments.
At least 7 years of experience supporting Apple products and troubleshooting macOS and iOS user issues.
At least 10 years of experience installing network devices and troubleshooting related issues with little to no support from other team members.
At least 8 years of experience independently troubleshooting local server issues, including file and print services, application connections, and security.
At least 8 years of experience independently troubleshooting network printer issues.
Ability to create documentation that can be used by other team members.
Understanding of change management in site support operations and demonstrated ability to create change records accurately and promptly.
Understanding of Active Directory and its relationship to system security and permissions.
Ability to use monitoring tools to assess IT infrastructure and computing-device health, document their use, and train peers.
Ability to work with managed service providers to troubleshoot IT issues and drive resolution.
Knowledge of supporting and troubleshooting handheld units and vehicle-mounted units; some knowledge of VM1As in manufacturing.
Some knowledge of Lexmark and Zebra network printers and conference room systems such as Microsoft Teams Rooms.
Ability to lead infrastructure projects and structured, multi-discipline root-cause investigations.
Ability to manage several assignments simultaneously and complete them professionally.
Clear, consistent written and verbal communication; ability to create and present basic training materials.
Understanding of business processes sufficient to make sound IT recommendations.
Ability to work professionally and patiently with people at all levels, build trust, advocate for customers, and facilitate discussions between IT and end users.
Computer science bachelor's degree preferred, or an equivalent combination of education and relevant work experience to perform the essential functions.

Nice To Haves

Microsoft MCSA/MCSE certification for Windows 10, Windows 11, or Windows Server 2012/2019.
Experience with IT tools such as Azure, SCCM, AWS, or Active Role Server.
Experience using project management tools and methodologies.
Certification in computing-device and peripheral warranty processes and repairs, especially for Dell and HP equipment.
Computer science bachelor's degree.

Responsibilities

Manage break/fix work and service requests, including assignment, ticket documentation, customer interaction, coordination with other teams, and resolution within quality and service-level expectations.
Implement and support computing devices and peripherals in office, manufacturing, and warehouse environments.
Deploy device images and applications using Microsoft SCCM or a similar tool.
Create change records correctly and promptly, following change management practices for site support operations.
Troubleshoot cross-system issues involving Active Directory, system security, and permissions.
Use infrastructure and device monitoring tools, and document and train peers on their use.
Work with managed service providers to troubleshoot IT issues and drive them to resolution.
Support Apple devices and resolve user issues with macOS and iOS, including support for the Lake Forest Digital Branding group.
Install network devices and troubleshoot related issues independently; document solutions for team use.
Troubleshoot local server issues involving file and print services, application connections, and security.
Troubleshoot network printer issues, including Lexmark and Zebra printers.
Support and troubleshoot Dell and HP computing devices and peripherals, including warranty processes and repairs.
Support handheld units (HHUs), vehicle-mounted units (VMUs), and VM1As in a manufacturing environment.
Support conference room setups, including Microsoft Teams Rooms.
Lead infrastructure projects implemented across multiple sites, delivering on time, within budget, and to expected quality.
Lead multi-discipline root-cause investigations affecting the area of responsibility while following the Problem Management process.
Manage multiple small and medium assignments from projects, incidents, and other sources through completion.
Communicate clearly with technical and nontechnical audiences, prepare and present audience-appropriate training materials, and facilitate discussions between IT disciplines and end users.
Build customer trust, advocate for customer needs, and make sound IT recommendations based on business processes and functions.