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5d ago

IT Support Specialist - Manufacturing Operations

Framebridge Inc Holyoke, MA 🇺🇸 Remote

Holyoke, MA

5d ago

$55k - $60k/yr Full time Barcode Scanner Cisco Meraki Control Systems

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Job Description

Framebridge Inc is seeking an IT Support Specialist for Manufacturing Operations based in Holyoke, MA with remote options to deliver hands-on multi-site plant IT support, troubleshoot CNC hardware and devices, manage networks and systems, and lead IT projects and new plant openings.

Responsibilities

Deliver daily technical support to plant staff across multiple sites, on-site or remotely as required.
Diagnose and resolve issues across plant hardware and software, including Patriot CNCs, Gunnar CNCs, Zund CNCs, Mat Caption machines, engravers, wide-format printers, barcode scanners, and VoIP phones.
Monitor network connectivity, Wi-Fi, and VoIP systems to minimize downtime; coordinate outages or repairs with vendors.
Administer and scale the Mobile Device Management system for secure device deployment, patching, and lifecycle management.
Log, triage, and resolve tickets in the ticketing system; document solutions in a shared knowledge base to improve consistency.
Provide training to plant staff on basic troubleshooting, POS procedures, and IT policies.
Lead and contribute to IT projects such as hardware refreshes, software rollouts, security upgrades, and automation initiatives.
Configure IT equipment and infrastructure for plant openings, relocations, and renovations.
Coordinate with external vendors for hardware procurement, installation, and managed services.
Provide backup support to the Retail Operations IT team during peak periods and special projects.
Assist Corporate IT with equipment ordering, configuration, and software access provisioning as needed.
Travel to each plant site to foster relationships with the supported operations teams.
Assess current plant IT infrastructure and identify top three opportunities to reduce downtime.
Define a baseline ticket response SLA and begin tracking performance against it.
Own at least one active IT project and drive it through to completion.

Requirements

Minimum three years of IT support experience in a multi-site environment such as manufacturing or retail.
Strong working knowledge of Windows and macOS, mobile device support, and network troubleshooting (TCP/IP, VPN, routers, Wi-Fi).
Practical experience with ticketing systems and remote support tools.
Excellent interpersonal and communication skills, comfortable collaborating with non-technical teammates.
Ability to prioritise tasks, 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.

Technologies

Windows
macOS
Patriot CNCs
Gunnar CNCs
Zund CNCs
Mat Caption machines
Engravers
Wide-format printers
Barcode scanners
VoIP phones
Mobile Device Management (MDM)
TCP/IP
VPN
Routers
Wi-Fi
Kandji
Jamf
Intune
Google Workspace
Google Admin
FreshService
TeamViewer
Cisco Meraki
Shopify POS

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k)
PTO
Employee discount

Reporting To

Sr. IT Support Specialist – Manufacturing Operations

Compensation

Salary: USD 55,000 – 60,000 per year, plus benefits including medical, dental, vision, 401(k), PTO, and employee discount.

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