IT Support Specialist

Description:

District Photo is seeking a hands-on IT Support Specialist to provide dependable, responsive technology support for our Louisville manufacturing facility. This position is the primary on-site IT presence for day-to-day user support, workstation and printer reliability, network connectivity, equipment deployment, and coordination with centralized infrastructure teams. The successful candidate will be comfortable working directly with production users and managers, troubleshooting under time pressure, documenting solutions, and completing physical technology work throughout an active plant environment.

This role combines service desk support with practical infrastructure responsibilities. It is best suited for an experienced support professional who can independently resolve common incidents, recognize when an issue requires escalation, and stay with the problem through validation and closure.

Key Responsibilities

End-User and Service Desk Support

• 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, establish realistic expectations, provide status updates, and confirm service restoration before closing tickets.
• Prioritize work based on business impact and urgency; promptly elevate outages, recurring failures, security concerns, and issues affecting production workflows.
• Create and maintain useful ticket notes, knowledge articles, equipment records, and local support documentation.

Endpoint, Account, and Application Support

• Image, configure, deploy, replace, and retire desktops, laptops, monitors, docking stations, scanners, mobile devices, printers, and related accessories.
• Support user onboarding, offboarding, password resets, multi-factor authentication, access requests, group membership, and basic Microsoft Active Directory and Microsoft 365 administration 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.

Printers, Scanners, and Production Technology

• 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 that repaired or replaced equipment functions correctly in the user’s actual workflow, not only at the device level.

Network and Site Infrastructure

• 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 in accordance with 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,…