IT Technology Specialist

Framebridge Inc • Holyoke, MA • 2h ago

Retail Operations Location: Remote with 10-20% onsite travel to company
locations as needed Job Type: Full-Time Department: Information
Technology (IT) Reports To: Sr. IT Support Specialist ? Retail
Operations Compensation: \$50,000?\$60,000 + benefits (medical, dental,
vision, 401(k), PTO, employee discount) About the Role At Framebridge,
we\'re reinventing how people frame and display the moments that matter.
Behind every seamless in-store customer experience is a network of
retail technology ? point-of-sale systems, scanners, Wi-Fi, and more ?
that needs to work flawlessly, every day. We\'re looking for a hands-on
IT Support Specialist ? Retail Operations to keep our store technology
running across a multi-site retail footprint. You\'ll be the go-to
resource when a POS system goes down, a printer or scanner won\'t
connect, or a new store needs to come online. If you thrive in
fast-paced environments and want your work to have a direct, visible
impact on both store teams and customers, we\'d love to hear from you.
What You\'ll Do Retail IT Support ? Provide day-to-day technical support
to store staff across multiple retail locations ? remotely and on-site
as needed. ? Troubleshoot and resolve issues across in-store hardware
and software, including Point of Sale (POS) systems, printers, barcode
scanners, and VoIP phone systems. ? Monitor store 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 store
employees on basic troubleshooting, POS procedures, and company tech
policies. ? Lead and contribute to IT projects: hardware refreshes,
software rollouts, security upgrades, and process automation
initiatives. New Store Opening Support ? Set up and configure IT
equipment and infrastructure for store openings, relocations, and
renovations. ? Coordinate with external vendors for hardware
procurement, installation, and managed services. Cross-Functional
Support ? Back up the Manufacturing Operations IT team during
high-volume periods and special projects, including support on plant
production floors. ? Support Corporate IT with equipment ordering,
configuration, and software access provisioning as needed. ? Travel to
stores, offices, or manufacturing plants as needed for setups,
renovations, or troubleshooting. In Your First 90 Days ? Visit key store
locations and build relationships with the store teams you\'ll be
supporting. ? Audit current store IT infrastructure and identify the top
opportunities to reduce downtime and improve reliability. ? 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. What You Bring Required ? 3+ years of IT support experience
in a multi-site retail or customer-facing environment. ? Solid
understanding of POS systems, peripherals (scanners, printers), and
retail technology infrastructure. ? Working knowledge of Windows and
macOS, mobile device support, and network troubleshooting (TCP/IP, VPN,
routers, Wi-Fi). ? Familiarity 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 store locations as needed. ? Associate or
Bachelor\'s degree in IT, Computer Science, or a related field ? or
equivalent hands-on experience. Nice to Have ? Proficiency supporting
Shopify POS or similar retail systems. ? Experience with MDM platforms
such as Kandji, Jamf, or Intune.

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