Tech Policy Jobs in Amherst, MA (NOW HIRING)

Job Title

Job Description

Reports To: Sr. IT Support Specialist - Manufacturing Operations

Compensation: $55,000-$60,000 + benefits (medical, dental, vision, 401(k), PTO, employee discount)

At Framebridge, we're reinventing how people frame and display the moments that matter. Behind every custom frame is a network of manufacturing technology - CNCs, wide-format printers, engravers and more - that has to run smoothly so our customers get a seamless experience. That's where you come in.

We're looking for 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.

• 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.

• 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.

• 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.

• Familiarity with FreshService, TeamViewer, or comparable support tools.

• CompTIA A+ and/or CCNA certifications.

Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. We make decisions regarding employment opportunities, including hiring, promotion, and advancement, without regard to race, color, national origin, age, religious beliefs, sex (including pregnancy), disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other characteristic protected by federal, state, or local laws.

Time Type

Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.