Site Support Technician II

We currently have an opportunity for a IT Site Support Technician II at our Manufacturing Facility in Jacksonville, IL.

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.

You Will Have the Opportunity to Make Great Things Happen!

Site Support & Operations

• 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.
• 10+ years99 experience with implementing and supporting a variety of computing devices and peripherals used both in an office, manufacturing, and warehouse environment.
• 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.

Apple & Technical Support

• 7+ years99 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+ years99 experience with installing network devices and troubleshooting related issues with little to no support from other team members. This person is capable of writing documentation that others on their team will use.
• 8+ years99 experience with troubleshooting local server related issues; file & print, application connection, security, etc., with little to no support from other team members. This person is capable of writing documentation that others on their team will use.
• 8+ years99 experience with troubleshooting network printer issues with little to no support from other team members. This person is capable of writing documentation that others on their team will use.
• Certified for computing device and peripheral warranty process and repairs especially in Dell and HP equipment.
• Have knowledge of supporting and troubleshooting issues with HHU99s and VMU99s.
• 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 VM1A99s in a manufacturing environment.
• Have some knowledge of supporting and troubleshooting issues with conference room setups, such as Microsoft Teams Rooms.

Project & Problem Management

• Experience in leading small to large infrastructure projects that are implemented at many sites on time, in budget, and within expected quality.
• Experience leading a multi-discipline root cause investigation that impacts their area of responsibility, while following the Problem Management process.
• 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.

Business Partnership & Communication

• 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.

You Will Love It Here If

• You listen, learn, and evolve
• You thrive in a fast-paced environment
• You put safety first, always
• You are passionate about collaboration, teamwork, and achieving shared goals
• You believe in treating all people with respect, operating ethically, and growing a diverse, equitable, and inclusive workplace
• You are committed to improving our impact on local communities and creating positive experiences

Education/Experience

Required

• Computer Science Bachelor99s degree preferred; or an equivalent combination of education and relevant work experience to successfully perform the essential functions of the position.
• 7+ years99 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+ years99 experience with installing network devices and troubleshooting related issues with little to no support from other team members. This person is capable of writing documentation that others on their team will use.
• 10+ years99 experience with implementing and supporting a variety of computing devices and peripherals used both in an office, manufacturing, and warehouse environment.
• 8+ years99 experience with troubleshooting local server related issues; file & print, application connection, security, etc., with little to no support from other team members. This person is capable of writing documentation that others on their team will use.
• 8+ years99 experience with troubleshooting network printer issues with little to no support from other team members. This person is capable of writing documentation that others on their team will use.

Preferred

• Microsoft 93 MCSA/MCSE 93 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.

Knowledge, Skills & Abilities

• 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 HHU99s and VMU99s.
• 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 VM1A99s in a manufacturing environment.
• Have some knowledge of supporting and troubleshooting issues with conference room setups, such as Microsoft Teams Rooms.

Competencies

• Collaborates 93 Builds productive working relationships across IT disciplines, business functions, and customer groups to achieve shared outcomes.
• Communicates Effectively 93 Communicates clearly and consistently with technical and nontechnical audiences through written, verbal, and training communications.
• Customer Focus 93 Builds trust with customers and advocates for their needs while delivering timely and effective solutions.
• Drives Results 93 Takes ownership of assignments and delivers quality outcomes within expected timelines and service expectations.
• Action Oriented 93 Responds proactively to operational issues, projects, and changing priorities while maintaining professionalism and focus.
• Problem Solves 93 Leads structured investigation of complex issues and develops sound recommendations and next steps based on available information.

Want to know more? Check out our website or connect with us on LinkedIn! Apply today to join a fast-growing innovative company!