IT Support Specialist - Manufacturing & Retail Operations

• Provide day-to-day technical support to plant staff across multiple sites - remotely and on-site as needed.
• Troubleshoot and resolve issues across plant hardware and software, including Patriot, Gunnar, and Zund CNCs, Mat Caption machines, engravers, wide-format printers, barcode scanners, and VoIP phones.
• Monitor plant 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 plant employees on basic troubleshooting, Point of Sale (POS) procedures, and tech policies.
• Lead and contribute to IT projects: hardware refreshes, software rollouts, security upgrades, and process automation initiatives.

New Plant Openings

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

Cross-Functional Support

• Back up the Retail Operations IT team during high-volume periods and special projects.
• Support Corporate IT with equipment ordering, configuration, and software access provisioning as needed., * Audit current plant IT infrastructure and identify the top three opportunities to reduce downtime.
• 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 environment (manufacturing, retail, or similar).

• Strong working knowledge of Windows and macOS, mobile device support, and network troubleshooting (TCP/IP, VPN, routers, Wi-Fi).
• Hands-on experience 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 plant locations as needed.
• Associate or Bachelor’s degree in IT, Computer Science, or a related field - or equivalent hands-on experience., * Experience supporting manufacturing equipment (CNCs, wide-format printers, engravers, or similar industrial machinery).
• Familiarity with 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.

At Framebridge, we’re reinventing how people frame and display the moments that matter. Behind every custom frame is a network of manufacturing technology - CNCs, wide-format printers, engravers and more - that has to run smoothly so our customers get a seamless experience. That’s where you come in.