IT Support Specialist – Manufacturing Operations

Job description

Job Title IT Support Specialist – Manufacturing Operations Job Description IT Support Specialist – Manufacturing Operations Location: San Marcos, TX Shift Details: Monday through Friday, 7am-3:30pm 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 looking for a hands-on and responsive IT Support Specialist – Manufacturing Operations to support technology used across our manufacturing plants. This role is focused on keeping plant operations running. The IT Support Specialist provides day-to-day support for plant employees, production technology, network connectivity, workstations, printers, scanners and other technology used throughout the manufacturing environment. The right person is comfortable working directly on the plant floor, troubleshooting issues quickly and working with plant teams, IT partners and vendors to minimize operational downtime. They are proactive in identifying problems before they impact operations and look for practical ways to improve reliability.This role reports to the Director of IT. 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 the San Marcos IT Tech Specialist, You Will: Instructions: Provide day-to-day IT support for manufacturing employees, both onsite and remotely. Prioritize and respond to technology issues based on production and operational impact. Troubleshoot hardware, software, connectivity, printing and device issues affecting plant operations. Support computers, tablets, printers, barcode scanners, phones, displays and other plant technology. Support manufacturing technology including Patriot, Gunnar and Zund CNC equipment, Mat Caption machines, engravers and wide-format printers. Partner with Operations, Maintenance, IT teams and equipment vendors to identify the source of issues and determine the appropriate path to resolution. Communicate status, impact and next steps during production-impacting incidents. Escalate issues when additional technical expertise or vendor support is required. Identify recurring problems and help implement practical improvements that reduce downtime and support demand. Who You Are: Manufacturing Operations Support Provide day-to-day IT support for manufacturing employees, both onsite and remotely. Prioritize and respond to technology issues based on production and operational impact. Troubleshoot hardware, software, connectivity, printing and device issues affecting plant operations. Support computers, tablets, printers, barcode scanners, phones, displays and other plant technology. Support manufacturing technology including Patriot, Gunnar and Zund CNC equipment, Mat Caption machines, engravers and wide-format printers. Partner with Operations, Maintenance, IT teams and equipment vendors to identify the source of issues and determine the appropriate path to resolution. Communicate status, impact and next steps during production-impacting incidents. Escalate issues when additional technical expertise or vendor support is required. Identify recurring problems and help implement practical improvements that reduce downtime and support demand. Plant Connectivity and Devices Monitor and troubleshoot plant network connectivity, Wi-Fi and VoIP services. Work with internal IT resources and service providers to resolve connectivity issues. Configure, deploy and support computers, tablets and other plant devices. Support the company's device management platform for plant endpoints. Perform operating system updates, software deployments and device maintenance. Support hardware refreshes and replacement of aging or unreliable technology. Ticketing and Documentation Log, prioritize and track support requests through the IT ticketing system. Maintain accurate documentation of incidents, troubleshooting and resolutions. Document common plant technology issues and troubleshooting procedures. Create practical knowledge articles that improve consistency and help reduce repeat issues. Review ticket trends to identify recurring problems and opportunities for improvement. Vendors and Operational Changes Coordinate with technology vendors and service providers for repairs, outages and plant technology support. Assist with procurement and deployment of plant technology when needed. Install and configure technology associated with plant changes, equipment moves and operational initiatives. Coordinate with plant leadership, IT teams, contractors and vendors during technology deployments. Test technology before operational handoff and provide onsite support during significant changes when needed. IT Projects and Cross-Functional Support Support IT projects that affect manufacturing operations, including hardware refreshes, software deployments, security improvements and process automation. Assist with testing new technology and provide plant-level feedback before broader deployment. Partner with other IT teams when issues involve networking, security, applications or other specialized technology. Assist Retail or Corporate IT during high-priority needs when appropriate. 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 , plus potential performance bonuses. 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.