IT Support Specialist

District Photo Inc is hiring an IT Support Specialist for its Louisville manufacturing facility. This hands-on role serves as the primary on-site IT presence, supporting day-to-day users across office, production, warehouse, and shared areas while also owning local infrastructure troubleshooting.

You will handle service desk activities, end-user endpoint and account support, and first-line troubleshooting for network and printing needs, coordinating with internal teams and vendors when issues involve production workflows or specialized systems.

What You’ll Do

• Provide in-person and remote technical support for employees in office, production, warehouse, and shared work areas.
• Triage, troubleshoot, document, and resolve incidents involving Windows computers, user profiles, software, peripherals, connectivity, printing, and business applications.
• Communicate clearly with users, set realistic expectations, provide status updates, and confirm service restoration before closing tickets.
• Prioritize work by business impact and urgency, escalating outages, recurring failures, security concerns, and issues affecting production workflows.
• Create and maintain ticket notes, knowledge articles, equipment records, and local support documentation.
• Image, configure, deploy, replace, and retire desktops, laptops, monitors, docking stations, scanners, mobile devices, printers, and related accessories.
• Support onboarding and offboarding, password resets, multi-factor authentication, access requests, group membership, and basic administration of Microsoft Active Directory and Microsoft 365 within assigned permissions.
• Install, update, and troubleshoot approved operating systems, productivity tools, browsers, security agents, remote-access software, and line-of-business applications.
• Perform hardware diagnostics and break/fix work, including replacement of common components and coordination of warranty or vendor service when needed.
• Maintain accurate asset tags, ownership, location, condition, spare inventory, and check-in/check-out records.
• Support office and production printers, label printers, print servers/queues, barcode scanners, and related peripherals.
• Diagnose print quality, driver, queue, network, media, ribbon, sensor, and connectivity issues; replace consumables and user-serviceable components as appropriate.
• Coordinate with production, vendors, automation engineering, development, and infrastructure teams when issues involve application workflows, shared storage, hot folders, or specialized production systems.
• Validate repaired or replaced equipment works correctly in the user’s actual workflow, not only at the device level.
• Perform first-line troubleshooting for wired and wireless connectivity, switch ports, IP addressing, DHCP, DNS, VPN, cabling, patch panels, and network-connected devices.
• Install, route, dress, label, terminate, test, and document copper network cabling and patch connections per site standards and applicable safety requirements.
• Use cable testers and basic network tools to isolate faults and verify connectivity after moves, adds, and changes.
• Assist network and systems engineers with switch replacements, wireless access points, UPS equipment, racks, servers, storage, circuit testing, maintenance activities, and local hands-on work.
• Maintain clean and accurate labeling in closets, racks, patch panels, wall jacks, and equipment locations.
• Monitor local health and report capacity, reliability, environmental, or lifecycle concerns before they cause production-impacting failures.
• Participate in planned maintenance, upgrades, technology refreshes, site projects, incident response, and post-incident follow-up.
• Join the IT on-call schedule and act as a point of contact for P1/P2 issues across one or more District Photo facilities.
• Follow change, security, asset management, escalation, and documentation processes.
• Identify repeated support issues and recommend practical improvements, standardization, automation, training, or replacement.
• Build productive working relationships with plant leadership, production teams, HR, facilities, vendors, and remote IT colleagues.

Required Qualifications

• 3 to 5 years of hands-on IT support, desktop support, systems support, or field service experience in a Windows-based business environment.
• Working knowledge of Windows 10/11, Microsoft Active Directory, Group Policy fundamentals, Microsoft 365 applications and administration, TCP/IP, DHCP, DNS, and basic network troubleshooting.
• Demonstrated experience supporting desktops, laptops, printers, scanners, mobile devices, and common peripherals.
• Experience deploying equipment, troubleshooting hardware and software, managing tickets, and documenting technical work.
• Ability to organize competing priorities, work independently, make sound escalation decisions, and follow issues through resolution.
• Strong customer service, communication, and problem-solving skills, including explaining technical issues to nontechnical users.
• Ability to safely perform network cable runs and physical installation work, including work from an approved lift after required training and authorization.
• Willingness to provide limited after-hours or weekend support for critical incidents, planned maintenance, and peak business periods when scheduled.

Tech You’ll Use

• Windows 10, Windows 11
• Microsoft Active Directory, Group Policy
• Microsoft 365
• TCP/IP, DHCP, DNS, VPN
• Multi-factor authentication
• UPS equipment
• PowerShell, SMB
• Windows Server, virtualization

Preferred Qualifications

• Experience supporting technology in a manufacturing, warehouse, distribution, printing, or other high-availability operational environment.
• Hands-on experience with Cisco switching, VLANs, wireless networks, patch panels, structured cabling, cable termination, and cable certification/testing.
• Experience with print servers, thermal or industrial label printers, barcode scanners, production workstations, and specialized printing equipment.
• Familiarity with Windows Server, virtualization, file shares/SMB, PowerShell, remote-management tools, and monitoring platforms.
• Experience coordinating technical work with third-party vendors and remote engineering teams.

Work Environment

• On-site work across office, production, warehouse, equipment-room, and network-closet environments, with possible noise, temperature variation, machinery, and active material movement.
• Ability to lift and carry up to 50 pounds, with assistance or material handling equipment as appropriate.
• Ability to use ladders and an approved personnel lift and work safely at elevated heights after required training, authorization, and fall-protection procedures.
• Ability to handle tools, computers, cabling, racks, printers, and peripheral equipment, including routing cable above ceilings or along approved pathways where permitted.
• Regular on-site presence is required because the role provides direct support for plant users and physical technology.

Location: Louisville, KY (onsite)
Salary: USD 56,000 - 67,000 per year
Experience level: 3+ years
Core competencies: Customer focus, Technical troubleshooting, Ownership and follow-through, Clear communication, Safety awareness, Documentation discipline, Team collaboration, Adaptability