IT Support Specialist

District Photo is seeking a hands-on IT Support Specialist to provide dependable, responsive technology support for our Louisville manufacturing facility. This position is the primary on-site IT presence for day-to-day user support, workstation and printer reliability, network connectivity, equipment deployment, and coordination with centralized infrastructure teams. The successful candidate will be comfortable working directly with production users and managers, troubleshooting under time pressure, documenting solutions, and completing physical technology work throughout an active plant environment.

This role combines service desk support with practical infrastructure responsibilities. It is best suited for an experienced support professional who can independently resolve common incidents, recognize when an issue requires escalation, and stay with the problem through validation and closure.

Key Responsibilities

End-User and Service Desk Support

• Provide in-person and remote technical support for employees in office, production, warehouse, and shared work areas.
• Triage, troubleshoot, document, and resolve incidents involving Windows computers, user profiles, software, peripherals, connectivity, printing, and business applications.
• Communicate clearly with users, establish realistic expectations, provide status updates, and confirm service restoration before closing tickets.
• Prioritize work based on business impact and urgency; promptly escalate outages, recurring failures, security concerns, and issues affecting production workflows.
• Create and maintain useful ticket notes, knowledge articles, equipment records, and local support documentation.

Endpoint, Account, and Application Support

• Image, configure, deploy, replace, and retire desktops, laptops, monitors, docking stations, scanners, mobile devices, printers, and related accessories.
• Support user onboarding, offboarding, password resets, multi-factor authentication, access requests, group membership, and basic Microsoft Active Directory and Microsoft 365 administration within assigned permissions.
• Install, update, and troubleshoot approved operating systems, productivity tools, browsers, security agents, remote-access software, and line-of-business applications.
• Perform hardware diagnostics and break/fix work, including replacement of common components and coordination of warranty or vendor service when needed.
• Maintain accurate asset tags, ownership, location, condition, spare inventory, and check-in/check-out records.

Printers, Scanners, and Production Technology

• Support office and production printers, label printers, print servers/queues, barcode scanners, and related peripherals.
• Diagnose print quality, driver, queue, network, media, ribbon, sensor, and connectivity issues; replace consumables and user-serviceable components as appropriate.
• Coordinate with production, vendors, automation engineering, development, and infrastructure teams when issues involve application workflows, shared storage, hot folders, or specialized production systems.
• Validate that repaired or replaced equipment functions correctly in the user’s actual workflow, not only at the device level.

Network and Site Infrastructure

• Perform first-line troubleshooting for wired and wireless connectivity, switch ports, IP addressing, DHCP, DNS, VPN, cabling, patch panels, and network-connected devices.
• Install, route, dress, label, terminate, test, and document copper network cabling and patch connections in accordance with site standards and applicable safety requirements.
• Use cable testers and basic network tools to isolate faults and verify connectivity after moves, adds, and changes.
• Assist network and systems engineers with switch replacements, wireless access points, UPS equipment, racks, servers, storage, circuit testing, maintenance activities, and local hands-on work.
• Maintain clean and accurate labeling in closets, racks, patch panels, wall jacks, and equipment locations.

Operational Support and Continuous Improvement

• Monitor local health and report capacity, reliability, environmental, or lifecycle concerns before they become production-impacting failures.
• Participate in planned maintenance, upgrades, technology refreshes, site projects, incident response, and post-incident follow-up.
• Participates in the IT on-call schedule and is a point of contact for P1/P2 issues which may occur at one or more of District Photo’s facilities.
• Follow change, security, asset management, escalation, and documentation processes.
• Identify repeated support issues and recommend practical improvements, standardization, automation, training, or replacement.
• Build productive working relationships with plant leadership, production teams, HR, facilities, vendors, and remote IT colleagues.

• 3 to 5 years of hands-on IT support, desktop support, systems support, or field service experience in a Windows-based business environment.
• Working knowledge of Windows 10/11, Microsoft Active Directory, Group Policy fundamentals, Microsoft 365 applications and administration, TCP/IP, DHCP, DNS, and basic network troubleshooting.
• Demonstrated experience supporting desktops, laptops, printers, scanners, mobile devices, and common peripherals.· 
• Experience deploying equipment, troubleshooting hardware and software, managing tickets, and documenting technical work.· Ability to organize competing priorities, work independently, make sound escalation decisions, and follow issues through resolution.
• Strong customer service, communication, and problem-solving skills, including the ability to explain technical issues to nontechnical users.
• Ability to safely perform network cable runs and related physical installation work, including work from an approved lift after required training and authorization.
• Willingness to provide limited after-hours or weekend support for critical incidents, planned maintenance, and peak business periods when scheduled.

Preferred Qualifications

• Experience supporting technology in a manufacturing, warehouse, distribution, printing, or other high-availability operational environment.
• Hands-on experience with Cisco switching, VLANs, wireless networks, patch panels, structured cabling, cable termination, and cable certification/testing.
• Experience with print servers, thermal or industrial label printers, barcode scanners, production workstations, and specialized printing equipment.
• Familiarity with Windows Server, virtualization, file shares/SMB, PowerShell, remote-management tools, and monitoring platforms.
• Experience coordinating technical work with third-party vendors and remote engineering teams.

Physical and Work Environment Requirements

• Work is performed across office, production, warehouse, equipment-room, and network-closet environments and may involve noise, temperature variation, machinery, and active material movement.
• Ability to lift and carry up to 50 pounds, with assistance or material handling equipment used when appropriate
• Ability to use ladders and an approved personnel lift and to work safely at elevated heights after completing required training, authorization, and fall-protection procedures.
• Ability to handle tools, computers, cabling, racks, printers, and peripheral equipment and to route cable above ceilings or along approved pathways where permitted.
• Regular on-site presence is required because the position provides direct support for plant users and physical technology. 

Core Competencies

• Customer focus
• Technical troubleshooting
• Ownership and follow-through
• Clear communication Safety awareness
• Documentation discipline
• Team collaboration
• Adaptability