IT Support Specialist - Manufacturing & Retail Operations

At Framebridge, we're reinventing how people frame and display the moments that matter. Behind every seamless in-store customer experience is a network of retail technology - point-of-sale systems, scanners, Wi-Fi, and more - that needs to work flawlessly, every day.

We're looking for a hands-on IT Support Specialist - Retail Operations to keep our store technology running across a multi-site retail footprint. You'll be the go-to resource when a POS system goes down, a printer or scanner won't connect, or a new store needs to come online. If you thrive in fast-paced environments and want your work to have a direct, visible impact on both store teams and customers, we'd love to hear from you.

What You'll Do -Retail IT Support

• Provide day-to-day technical support to store staff across multiple retail locations - remotely and on-site as needed.
• Troubleshoot and resolve issues across in-store hardware and software, including Point of Sale (POS) systems, printers, barcode scanners, and VoIP phone systems.
• Monitor store network connectivity, Wi-Fi access, and VoIP systems to minimize downtime, and coordinate with vendors when outages or repairs are needed.
• Manage and scale our Mobile Device Management (MDM) system for secure, efficient device deployment, patching, and lifecycle management.
• Log, prioritize, and resolve tickets in our ticketing system, documenting solutions in a shared knowledge base to improve consistency over time.
• Train store employees on basic troubleshooting, POS procedures, and company tech policies.
• Lead and contribute to IT projects: hardware refreshes, software rollouts, security upgrades, and process automation initiatives.

New Store Opening Support

• Set up and configure IT equipment and infrastructure for store openings, relocations, and renovations.
• Coordinate with external vendors for hardware procurement, installation, and managed services.

Cross-Functional Support

• Back up the Manufacturing Operations IT team during high-volume periods and special projects, including support on plant production floors.
• Support Corporate IT with equipment ordering, configuration, and software access provisioning as needed.
• Travel to stores, offices, or manufacturing plants as needed for setups, renovations, or troubleshooting.

In Your First 90 Days

• Visit key store locations and build relationships with the store teams you'll be supporting.
• Audit current store IT infrastructure and identify the top opportunities to reduce downtime and improve reliability.
• Establish a baseline ticket response SLA and begin tracking against it.
• Take ownership of at least one in-flight IT project and drive it to completion.

Do you have experience in macOS?, Do you have a Associate's degree?, * 3+ years of IT support experience in a multi-site retail or customer-facing environment.

• Solid understanding of POS systems, peripherals (scanners, printers), and retail technology infrastructure.
• Working knowledge of Windows and macOS, mobile device support, and network troubleshooting (TCP/IP, VPN, routers, Wi-Fi).
• Familiarity with ticketing systems and remote support tools.
• Strong interpersonal and communication skills - comfortable working directly with non-technical teammates.
• Ability to prioritize, multitask, and travel between store locations as needed.
• Associate or Bachelor's degree in IT, Computer Science, or a related field - or equivalent hands-on experience.

Nice to Have

• Proficiency supporting Shopify POS or similar retail systems.
• Experience with MDM platforms such as Kandji, Jamf, or Intune.
• Working knowledge of Cisco Meraki networking solutions.
• Experience administering Google Workspace via Google Admin.
• Familiarity with FreshService, TeamViewer, or comparable support tools.

Pulled from the full job description

• Referral program
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Employee discount, * 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance