IT Support Specialist – Manufacturing Operations

Job Title IT Support Specialist – Manufacturing Operations

Job Description IT Support Specialist – Manufacturing Operations

Location:

Winchester, VA

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.

We're seeking a hands‑on IT Support Specialist – Manufacturing Operations to keep our plant technology humming across multiple locations. You’ll be the go‑to person when a CNC won’t connect, a barcode scanner stops scanning, or a new plant needs to come online. If you love solving problems in fast‑paced environments and want your work to have visible, immediate impact, we’d love to hear from you.

• Manufacturing IT Support:
  Provide day‑to‑day technical support to plant staff across multiple sites — remotely and on‑site as needed.
• Troubleshoot and resolve issues across plant hardware and software, including Patriot, Gunnar, and Zund CNCs, Mat Caption machines, engravers, wide‑format printers, barcode scanners, and VoIP phones.
• Monitor plant network connectivity, Wi‑Fi access, and VoIP systems to minimize downtime, and coordinate with vendors when outages or repairs are needed.
• Manage and scale our Mobile Device Management (MDM) system for secure, efficient device deployment, patching, and lifecycle management.
• Log, prioritize, and resolve tickets in our ticketing system, documenting solutions in a shared knowledge base to improve consistency over time.
• Train plant employees on basic troubleshooting, Point of Sale (POS) procedures, and tech policies.
• Lead and contribute to IT projects: hardware refreshes, software rollouts, security upgrades, and process automation initiatives.
• New Plant Openings:
  Set up and configure IT equipment and infrastructure for plant openings, relocations, and renovations.
• Coordinate with external vendors for hardware procurement, installation, and managed services.
• Cross‑Functional Support:
  Back up the Retail Operations IT team during high‑volume periods and special projects.
• Support Corporate IT with equipment ordering, configuration, and software access provisioning as needed.

• Visit each plant location and build relationships with the operations teams you’ll support.
• Audit current plant IT infrastructure and identify the top three opportunities to reduce downtime.
• Establish a baseline ticket response SLA and begin tracking against it.
• Take ownership of at least one in‑flight IT project and drive it to completion.

• 3+ years of IT support experience in a multi‑site environment (manufacturing, retail, or similar).
• Strong working knowledge of Windows and macOS, mobile device support, and network troubleshooting (TCP/IP, VPN, routers, Wi‑Fi).
• Hands‑on experience with ticketing systems and remote support tools.
• Strong interpersonal and communication skills — comfortable working directly with non‑technical teammates.
• Ability to prioritize, 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.

• Experience supporting manufacturing equipment (CNCs, wide‑format printers, engravers, or similar industrial machinery).
• Familiarity with Shopify POS or similar retail systems.
• Experience with MDM platforms such as Kandji, Jamf, or Intune.
• Working knowledge of Cisco Meraki networking solutions.
• Experience administering Google Workspace via Google Admin.
• Familiari…