IT Support Specialist - Manufacturing & Retail Operations

Job Title 

Job Description

Job Summary
The IT Support Specialist will provide essential technical support for manufacturing and retail operations, ensuring the smooth functioning of IT systems and infrastructure across Graham Holdings Company's diverse business units. This role is crucial for minimizing downtime and optimizing operational efficiency.

Job Responsibilities
* Provide first and second-level technical support for hardware, software, and network issues experienced by manufacturing and retail staff.
* Install, configure, and troubleshoot workstations, printers, POS systems, scanners, and other peripheral devices in manufacturing plants and retail locations.
* Administer and support core business applications relevant to manufacturing (e.g., ERP systems, SCADA interfaces) and retail (e.g., inventory management, CRM).
* Perform routine system maintenance, including updates, backups, and security checks, to ensure system stability and data integrity.
* Assist with network connectivity issues, including Wi-Fi, LAN, and VPN access, for operational sites.
* Document technical issues, resolutions, and common problems in a ticketing system and knowledge base.
* Provide user training and guidance on IT best practices and new software functionalities.
* Collaborate with external vendors and internal IT teams to resolve complex technical problems.
* Participate in IT projects, including system upgrades, deployments, and infrastructure improvements.
* Be available for on-call support or occasional travel to operational sites as needed.

Job Qualifications
* Associate's degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
* 2-4 years of experience in an IT support role, preferably within manufacturing or retail environments.
* Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.
* Familiarity with hardware troubleshooting (desktops, laptops, printers, mobile devices, POS systems).
* Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
* Experience with ticketing systems (e.g., ServiceNow, Jira Service Management) and remote support tools.
* Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
* Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
* Ability to work independently and as part of a team in a fast-paced environment.
* CompTIA A+, Network+, or similar certifications are a plus.
* Experience with ERP systems (e.g., SAP, Oracle) or retail-specific software is highly desirable.

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.