Site Support Technician II

Reynolds Consumer Products•Lewiston, UT

2d•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. The technician 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. The position 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 role supports the Lake Forest Digital Branding group with Apple-related needs, and supports site infrastructure and end-user technology, including network devices, local servers, network printers, handheld and vehicle-mounted units, and conference room setups. The technician leads infrastructure projects and multi-discipline root-cause investigations, manages assigned service requests through resolution, and documents and trains peers on relevant tools and procedures. A Computer Science bachelor’s degree is preferred, or an equivalent combination of education and relevant work experience. The posted salary range is USD $70,300 to $109,900 annually.

Requirements

At least 10 years of experience implementing and supporting computing devices and peripherals in office, manufacturing, and warehouse environments.
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 troubleshooting local server issues, including file and print services, application connections, and security, with little to no support from other team members.
At least 8 years of experience troubleshooting network printer issues with little to no support from other team members.
At least 7 years of experience supporting Apple products and troubleshooting macOS and iOS user issues.
Ability to create documentation for team use and document and train peers on tools and procedures.
Understanding of Change Management in site support operations and ability to create accurate, timely change records.
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.
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, including VM1A devices in a manufacturing environment.
Knowledge of support and troubleshooting for Lexmark and Zebra network printers and conference room setups such as Microsoft Teams Rooms.
Ability to lead infrastructure projects across multiple sites and multi-discipline root-cause investigations.
Ability to manage multiple small and medium assignments through completion.
Clear and consistent written and verbal communication skills; ability to create and present basic training materials.
Ability to work professionally and patiently with people at all levels, build trust, advocate for customers, and facilitate discussions among IT teams and end users.
Good understanding of common and unique business processes and functions to inform sound IT recommendations.
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 or MCSE certification for Windows 10, Windows 11, or Windows Server 2012/2019.
Experience with IT-related tools such as Azure, SCCM, AWS, or Active Role Server.
Experience using project management tools and methodology.
Certification in computing device and peripheral warranty processes and repairs, especially for Dell and HP equipment.

Responsibilities

Manage break/fix and service requests within the assigned area, including assignment, ticket documentation, customer interaction, coordination with other teams, and resolution within expected quality and service-level expectations.
Support computing devices and peripherals in office, manufacturing, and warehouse environments.
Deploy computing device images and applications using Microsoft SCCM or a similar tool.
Create change records correctly and promptly, and follow Change Management practices for site support operations.
Use monitoring tools to assess the health of IT infrastructure and computing devices, and document and train peers on their use.
Work with managed service providers to troubleshoot IT issues and drive them to resolution.
Troubleshoot and resolve user issues involving macOS and iOS, including support for the Lake Forest Digital Branding group.
Install network devices and troubleshoot related issues independently; document procedures for team use.
Troubleshoot local server issues involving file and print services, application connections, and security; document procedures for team use.
Troubleshoot network printer issues; document procedures for team use.
Support and troubleshoot Dell and HP computing devices and peripherals, including warranty processes and repairs.
Support and troubleshoot handheld units, vehicle-mounted units, and VM1A devices in manufacturing environments.
Support and troubleshoot Lexmark and Zebra network printers and conference room setups such as Microsoft Teams Rooms.
Lead infrastructure projects spanning multiple sites, delivering on time, within budget, and to expected quality.
Lead multi-discipline root-cause investigations affecting the assigned area while following the Problem Management process.
Manage several small and medium assignments simultaneously through completion, including project and incident work.
Communicate clearly with technical and nontechnical audiences, create and present audience-appropriate training materials, and facilitate discussions between IT disciplines and end users.
Build customer trust, advocate for customer needs, and make IT recommendations informed by business processes and functions.