IT Support Specialist – Manufacturing Operations

Framebridge • San Marcos, TX

4d • Onsite

About The Position

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.

The Role We’re looking for a hands-on and responsive IT Support Specialist – Manufacturing Operations to support technology used across our manufacturing plants. This role is focused on keeping plant operations running. The IT Support Specialist provides day-to-day support for plant employees, production technology, network connectivity, workstations, printers, scanners and other technology used throughout the manufacturing environment. The right person is comfortable working directly on the plant floor, troubleshooting issues quickly and working with plant teams, IT partners and vendors to minimize operational downtime. They are proactive in identifying problems before they impact operations and look for practical ways to improve reliability.This role reports to the Director of IT.

Requirements

• Provide day-to-day IT support for manufacturing employees, both onsite and remotely.
• Prioritize and respond to technology issues based on production and operational impact.
• Troubleshoot hardware, software, connectivity, printing and device issues affecting plant operations.
• Support computers, tablets, printers, barcode scanners, phones, displays and other plant technology.
• Support manufacturing technology including Patriot, Gunnar and Zund CNC equipment, Mat Caption machines, engravers and wide-format printers.
• Partner with Operations, Maintenance, IT teams and equipment vendors to identify the source of issues and determine the appropriate path to resolution.
• Communicate status, impact and next steps during production-impacting incidents.
• Escalate issues when additional technical expertise or vendor support is required.
• Identify recurring problems and help implement practical improvements that reduce downtime and support demand.
• Monitor and troubleshoot plant network connectivity, Wi-Fi and VoIP services.
• Work with internal IT resources and service providers to resolve connectivity issues.
• Configure, deploy and support computers, tablets and other plant devices.
• Support the company's device management platform for plant endpoints.
• Perform operating system updates, software deployments and device maintenance.
• Support hardware refreshes and replacement of aging or unreliable technology.
• Log, prioritize and track support requests through the IT ticketing system.
• Maintain accurate documentation of incidents, troubleshooting and resolutions.
• Document common plant technology issues and troubleshooting procedures.
• Create practical knowledge articles that improve consistency and help reduce repeat issues.
• Review ticket trends to identify recurring problems and opportunities for improvement.
• Coordinate with technology vendors and service providers for repairs, outages and plant technology support.
• Assist with procurement and deployment of plant technology when needed.
• Install and configure technology associated with plant changes, equipment moves and operational initiatives.
• Coordinate with plant leadership, IT teams, contractors and vendors during technology deployments.
• Test technology before operational handoff and provide onsite support during significant changes when needed.
• Support IT projects that affect manufacturing operations, including hardware refreshes, software deployments, security improvements and process automation.
• Assist with testing new technology and provide plant-level feedback before broader deployment.
• Partner with other IT teams when issues involve networking, security, applications or other specialized technology.
• Assist Retail or Corporate IT during high-priority needs when appropriate.

Responsibilities

• Provide day-to-day IT support for manufacturing employees, both onsite and remotely.
• Prioritize and respond to technology issues based on production and operational impact.
• Troubleshoot hardware, software, connectivity, printing and device issues affecting plant operations.
• Support computers, tablets, printers, barcode scanners, phones, displays and other plant technology.
• Support manufacturing technology including Patriot, Gunnar and Zund CNC equipment, Mat Caption machines, engravers and wide-format printers.
• Partner with Operations, Maintenance, IT teams and equipment vendors to identify the source of issues and determine the appropriate path to resolution.
• Communicate status, impact and next steps during production-impacting incidents.
• Escalate issues when additional technical expertise or vendor support is required.
• Identify recurring problems and help implement practical improvements that reduce downtime and support demand.
• Monitor and troubleshoot plant network connectivity, Wi-Fi and VoIP services.
• Work with internal IT resources and service providers to resolve connectivity issues.
• Configure, deploy and support computers, tablets and other plant devices.
• Support the company's device management platform for plant endpoints.
• Perform operating system updates, software deployments and device maintenance.
• Support hardware refreshes and replacement of aging or unreliable technology.
• Log, prioritize and track support requests through the IT ticketing system.
• Maintain accurate documentation of incidents, troubleshooting and resolutions.
• Document common plant technology issues and troubleshooting procedures.
• Create practical knowledge articles that improve consistency and help reduce repeat issues.
• Review ticket trends to identify recurring problems and opportunities for improvement.
• Coordinate with technology vendors and service providers for repairs, outages and plant technology support.
• Assist with procurement and deployment of plant technology when needed.
• Install and configure technology associated with plant changes, equipment moves and operational initiatives.
• Coordinate with plant leadership, IT teams, contractors and vendors during technology deployments.
• Test technology before operational handoff and provide onsite support during significant changes when needed.
• Support IT projects that affect manufacturing operations, including hardware refreshes, software deployments, security improvements and process automation.
• Assist with testing new technology and provide plant-level feedback before broader deployment.
• Partner with other IT teams when issues involve networking, security, applications or other specialized technology.
• Assist Retail or Corporate IT during high-priority needs when appropriate.

Benefits

• Full medical, dental, and vision benefits
• Generous retirement program — 401(k) and employer-funded pension plan
• Parental leave and return program
• Flexible Time Off and paid holidays
• Framebridge employee Free Frame codes and discounts
• Short-term disability and Life/AD&D Insurance
• Employee Assistance Program (EAP)
• Ongoing learning and development opportunities
• Commuter benefits
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed