IT Support Specialist - Manufacturing Operations

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.