Site Support Technician II

Reynolds Consumer Products•Jacksonville, IL

4d•$70,300 - $109,900•Onsite

About The Position

The IT Site Support Technician II provides operational technology support for office, manufacturing, and warehouse environments, ensuring computing devices, peripherals, applications, network infrastructure, printers, and servers operate reliably. The position independently resolves complex site support issues, leads infrastructure and root cause initiatives, and partners with IT disciplines, managed service providers, and business stakeholders to deliver timely, high-quality solutions. This role serves as a trusted technical resource across multiple locations, supports peers, facilitates communication between IT and end users, and contributes to projects, process improvements, and operational continuity.

Requirements

Computer Science Bachelor’s degree preferred; or an equivalent combination of education and relevant work experience to successfully perform the essential functions of the position.
7+ years’ experience with Apple support to include troubleshooting and resolving user issues with macOS\iOS.
This person is capable of writing documentation that others on their team will use.
This team member will need to support our Lake Forest Digital Branding group with everything Apple related.
10+ years’ experience with installing network devices and troubleshooting related issues with little to no support from other team members.
10+ years’ experience with implementing and supporting a variety of computing devices and peripherals used both in an office, manufacturing, and warehouse environment.
8+ years’ experience with troubleshooting local server related issues; file & print, application connection, security, etc., with little to no support from other team members.
8+ years’ experience with troubleshooting network printer issues with little to no support from other team members.
Microsoft – MCSA/MCSE – Windows 10, 11, Server 2012/2019
Experience with using other IT related tools; Azure, SCCM, AWS, Active Role Server, etc. is a plus
Experience using project management tools and methodology is a plus
Certified for computing device and peripheral warranty process and repairs especially in Dell and HP equipment.
Ability to communicate clearly and consistently, both in written and verbal form, with all levels.
Can create and present basic training material, based on audience, in their area of responsibility.
Good understanding of common and unique business processes and functions that leads to sound IT recommendations and next steps.
Demonstrated ability to work with people at all levels with patience, understanding, and professionalism.
Builds trust with customer base and IT.
Clearly shows customer advocacy across varying work assignments.
Able to facilitate discussions between various IT disciplines and the end users.
Demonstrated ability to work on several small and medium assignments simultaneously through completion, from a variety of sources, i.e., project, Incidents, etc.
Willing to do what is needed, in a professional manner, to get the job done.
Understanding of Active Directory and how AD ties into system security/permissions to troubleshoot cross-system issues.
Demonstrated ability to use monitoring tools to gain insight into the health of IT infrastructure and computing devices.
Ability to document and train peers on how to use it.
Ability to work with managed service providers to troubleshoot and drive to resolution on IT issues.
Have knowledge of supporting and troubleshooting issues with HHU’s and VMU’s.
Have some knowledge of supporting and troubleshooting issues with Lexmark and Zebra network printers.
Have some knowledge of supporting and troubleshooting issues with vehicle mounted units (VMU) and handheld units (HHU), as well as VM1A’s in a manufacturing environment.
Have some knowledge of supporting and troubleshooting issues with conference room setups, such as Microsoft Teams Rooms.

Nice To Haves

Computer Science Bachelor’s degree
Microsoft – MCSA/MCSE – Windows 10, 11, Server 2012/2019
Experience with using other IT related tools; Azure, SCCM, AWS, Active Role Server, etc.
Experience using project management tools and methodology
Certified for computing device and peripheral warranty process and repairs especially in Dell and HP equipment.

Responsibilities

Manages all aspects of break/fix and service requests assigned to their area of responsibility including assignment, ticket documentation, customer interaction, working with other teams, etc. to resolve within expected quality and SLOs/SLAs.
Experienced in Microsoft SCCM or similar tool to deploy computing device images and applications.
Full understanding of Change Management as it pertains to what constitutes a change in a site support operation. Demonstrated experience in creating change records correctly and in a timely manner.
Understanding of Active Directory and how AD ties into system security/permissions to troubleshoot cross-system issues.
Demonstrated ability to use monitoring tools to gain insight into the health of IT infrastructure and computing devices. Ability to document and train peers on how to use it.
Ability to work with managed service providers to troubleshoot and drive to resolution on IT issues.
Troubleshooting and resolving user issues with macOS\iOS.
Installing network devices and troubleshooting related issues with little to no support from other team members.
Troubleshooting local server related issues; file & print, application connection, security, etc., with little to no support from other team members.
Troubleshooting network printer issues with little to no support from other team members.
Supporting and troubleshooting issues with HHU’s and VMU’s.
Supporting and troubleshooting issues with Lexmark and Zebra network printers.
Supporting and troubleshooting issues with vehicle mounted units (VMU) and handheld units (HHU), as well as VM1A’s in a manufacturing environment.
Supporting and troubleshooting issues with conference room setups, such as Microsoft Teams Rooms.
Leading small to large infrastructure projects that are implemented at many sites on time, in budget, and within expected quality.
Leading a multi-discipline root cause investigation that impacts their area of responsibility, while following the Problem Management process.
Work on several small and medium assignments simultaneously through completion, from a variety of sources, i.e., project, Incidents, etc. Willing to do what is needed, in a professional manner, to get the job done.
Communicate clearly and consistently, both in written and verbal form, with all levels. Can create and present basic training material, based on audience, in their area of responsibility.
Good understanding of common and unique business processes and functions that leads to sound IT recommendations and next steps.
Work with people at all levels with patience, understanding, and professionalism. Builds trust with customer base and IT. Clearly shows customer advocacy across varying work assignments. Able to facilitate discussions between various IT disciplines and the end users.