Site Support Technician II

Reynolds Consumer Products•Lewiston, UT

4d•$70,300 - $109,900•Onsite

About The Position

The IT Site Support Technician provides operational technology support for office, manufacturing, and warehouse environments. The role ensures computing devices, peripherals, applications, network infrastructure, printers, and servers operate reliably. It independently resolves complex site support issues, leads infrastructure and root-cause initiatives, and works with IT disciplines, managed service providers, and business stakeholders to deliver timely, high-quality solutions. The technician serves as a technical resource across multiple locations, supports peers, facilitates communication between IT and end users, and contributes to projects, process improvements, and operational continuity. The position manages break/fix issues and service requests, including assignment, ticket documentation, customer interaction, and coordination with other teams to meet quality and service expectations. It supports Apple devices and systems, network devices, local servers, network printers, computing equipment, handheld and vehicle-mounted units, and conference room systems. It also leads infrastructure projects and problem investigations, handles multiple assignments, and communicates technical guidance and training to varied audiences. The role is based at a manufacturing facility in Lewiston, Utah. The posted annual salary range is $70,300 to $109,900.

Requirements

At least 7 years of experience supporting Apple devices and troubleshooting macOS and iOS issues, including the ability to write documentation for teammates.
At least 10 years of experience installing network devices and troubleshooting related issues with little to no support from other team members, including the ability to write documentation.
At least 10 years of experience implementing and supporting computing devices and peripherals in office, manufacturing, and warehouse environments.
At least 8 years of experience troubleshooting local server issues involving file and print services, application connections, and security, with little to no support from other team members; ability to write documentation.
At least 8 years of experience troubleshooting network printer issues with little to no support from other team members; ability to write documentation.
Bachelor’s degree in Computer Science preferred, or an equivalent combination of education and relevant work experience to perform the essential functions.
Understanding of Active Directory and its relationship to system security and permissions for troubleshooting cross-system issues.
Ability to use monitoring tools to assess IT infrastructure and computing-device health, and to document and train peers on their use.
Ability to work with managed service providers to troubleshoot and resolve IT issues.
Knowledge of support and troubleshooting for handheld units and vehicle-mounted units.
Knowledge of Lexmark and Zebra network printers, vehicle-mounted units, handheld units, VM1A devices, and conference room systems such as Microsoft Teams Rooms.
Clear and consistent written and verbal communication skills, including the ability to create and present basic training materials.
Understanding of business processes sufficient to make sound IT recommendations and identify next steps.
Ability to work professionally and patiently with people at all levels, build trust, advocate for customers, and facilitate discussions between IT and end users.
Ability to handle several assignments simultaneously through completion and respond professionally to changing priorities.

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 for computing-device and peripheral warranty processes and repairs, especially for Dell and HP equipment.

Responsibilities

Manage break/fix issues and service requests, including assignment, ticket documentation, customer interaction, and coordination with other teams to resolve them within expected quality and service-level expectations.
Implement and support computing devices and peripherals in office, manufacturing, and warehouse environments.
Support Apple devices and troubleshoot macOS and iOS user issues, 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 handheld units, vehicle-mounted units, and VM1A devices in manufacturing environments.
Support conference room setups, including Microsoft Teams Rooms.
Use monitoring tools to assess IT infrastructure and device health, and document and train peers on their use.
Work with managed service providers to troubleshoot IT issues and drive them to resolution.
Lead infrastructure projects across multiple sites, delivering on time, within budget, and at expected quality.
Lead multidisciplinary root-cause investigations following the Problem Management process.
Manage multiple small and medium assignments from projects, incidents, and other sources through completion.
Create and present basic training materials tailored to the audience.
Facilitate discussions between IT disciplines and end users, communicate consistently with stakeholders, and advocate for customers.
Make IT recommendations and identify next steps based on business processes and functions.