IT Support Specialist – Manufacturing Operations

Job description

Job Title IT Support Specialist – Manufacturing Operations Job Description IT Support Specialist – Manufacturing Operations Location: Winchester, VA Who We Are At Framebridge, we are disrupting the custom framing market by replacing a cumbersome experience with a delightful one. Our mission is to make framing so delightful, customers are inspired to frame everything they love—big, little and in between. We've framed over three million pieces and counting. We are building a beloved brand, and to be successful, we have to build a great team across a number of disciplines – ecommerce, retail, design, and manufacturing. We are a consumer business operating online and in our growing fleet of retail stores. We operate multiple manufacturing studios that allow us to deliver a high-quality custom product at an affordable price with a quick turnaround. We exist, grow, and ultimately own the market by delighting customers who trust and value us. The Role We're seeking a hands-on IT Support Specialist – Manufacturing Operations to keep our plant technology humming across multiple locations. You’ll be the go-to person when a CNC won’t connect, a barcode scanner stops scanning, or a new plant needs to come online. If you love solving problems in fast-paced environments and want your work to have visible, immediate impact, we’d love to hear from you. As a Framebridge Team Member, You Will: Show Pride We stand behind our work, we sweat the details, and we strive for continuous improvement every day. We’re proud to frame the things you love, and show pride in our product and craftsmanship . Adapt & Act We are creative and solution-oriented, flexible, and proactive. We adapt and act quickly, embracing an environment of constant change. Embrace Challenges We embrace challenges with creative solutions and we know that collaboration is the only way to succeed. We set big goals and keep raising the bar together. Secure the Baton We take personal responsibility for delivering successful outcomes, not just completing tasks. We ensure every handoff is clear, complete, and sets the next teammates up to succeed. Make It Special We search everyday for opportunities to make our product and experience special. When you are building a business where every piece is priceless, making it special is core. Build to Last We are building a product and a business that are built to last. We work every day to build lasting relationships within our team and with our customers. At Framebridge, our people are the heart of everything we build. We foster an inclusive, equitable, and collaborative environment where remarkable individuals take pride in their craft, elevate the customer experience, and are empowered to do the best work of their careers. As IT Support Specialist, You Will: Manufacturing IT Support 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. In Your First 90 Days Visit each plant location and build relationships with the operations teams you’ll support. 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. Who You Are: Required 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. Highly Preferred 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. CompTIA A+ and/or CCNA certifications. Benefits & Perks: Full medical, dental, and vision benefits Generous retirement program — 401(k) and employer-funded pension plan Parental leave and return program Flexible Time Off and paid holidays Framebridge employee Free Frame codes and discounts Short-term disability and Life/AD&D Insurance Employee Assistance Program (EAP) Ongoing learning and development opportunities Commuter benefits Pet insurance And more! Salary Information: The base range is $26/hr-$28/hr . Final compensation depends on experience, qualifications, and location. Framebridge, in good faith, believes that the posted salary range is accurate for this role at the time of posting. Compensation may vary based on relevant experience, qualifications, and location. This range may be modified in the future. Equal Opportunity Employer: Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. Employment decisions — including hiring, promotion, and advancement — are made without regard to race, color, national origin, age, religious beliefs, sex (including pregnancy), disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other characteristic protected by federal, state, or local law. Please note that employment with Framebridge is at-will. Either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. Time Type Full time Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.