IT Support Specialist

Job Description

Job Description

Are you passionate about turning ideas into reality, embracing ownership, and working at the forefront of connectivity? Join viaPhoton and be part of a culture that thrives on fearless innovation, teamwork, and continuous growth, where learning, unlearning, and relearning are part of the journey.

This dynamic role offers significant ownership and responsibility. We’re looking for individuals who excel in environments where their contributions make an impact, are hungry to learn, and are energized by meaningful work that drives company growth while accelerating their career. If you thrive in a fast-paced environment, solving next-level problems, and want to help shape the future of innovation, we’d love to hear from you!

Who We Are

viaPhoton is on an ambitious mission to revolutionize how critical digital infrastructure is manufactured and deployed. Best-in-class data centers and telecom providers need fiber optic solutions delivered in weeks, not months — whether that’s for AI infrastructure, 5G networks, or next-generation broadband. We’re reimagining fiber optic manufacturing for the AI era. Manufacturing is no longer just an operations challenge, but an automation and speed-to-market problem that customers urgently need solved. In 5 years, we’ve grown to a team of over 200 and added top Hyperscalers to our growing customer base. We’ve only just gotten started — our ambition is to become the market leader of the $40+ billion connectivity industry.

We seek candidates who will be culture contributors and who align with our core values:

• Fearless Innovation we are pioneers unafraid to change the norm in relentless pursuit of better

• Forward Together we believe that when we work together toward a collective goal, we all succeed

• Integrity Over Everything we believe in long term relationships and doing what is right, always

• Nimble, Always we are solutions obsessed, move fast, and stay nimble

• Be the Bar we set our own standard of excellence and hold ourselves to it

What You Will Do

You’ll be the first point of contact for IT issues across our production floor, warehouse, and office. From setting up workstations and managing user accounts to troubleshooting network issues and supporting physical security systems, no two days look the same. If you like variety, move fast, and take satisfaction in keeping things running smoothly, you’ll fit right in.

• Serve as a first point of contact for all IT-related issues, providing timely support via ticketing system, Slack, and in-person walkthroughs

• Troubleshoot and resolve hardware issues including laptops, monitors, scanners, docking stations, printers, label printers, and peripherals such as mice, keyboards, webcams, and chargers

• Set up and configure workstations for new hires and internal transfers, including laptop provisioning, software installation, account creation, and permissions alignment

• Install, configure, and license business and engineering software such as Microsoft Office 365, SolidWorks, Visio, Bartender (label printing), and Dropbox

• Manage employee access badges, temporary badges, and barcode programming for building and production floor entry

• Create and manage user accounts across Slack, email (Office 365), cloud platforms (AWS), shared drives, and internal systems such as PDM (Product Data Management)

• Handle distribution group updates, Slack channel membership requests, and third-party guest invitations

• Support and troubleshoot network connectivity across the warehouse and office, including WiFi and wired infrastructure

• Assist with network infrastructure tasks such as switch configuration and IDF (Intermediate Distribution Frame) maintenance

• Troubleshoot and maintain physical security systems including door access controls, automated locks, doorbell/intercom systems, and CCTV (Axis cameras)

• Provide direct IT support to production and warehouse teams, including tablet and scanner troubleshooting on the manufacturing line

• Troubleshoot specialized production software and coordinate with external vendors for escalations when needed

• Maintain and support label printing workflows using Bartender and connected print servers

• Support UPS systems and coordinate with vendors on hardware failures

• Track and document all work in the IT ticketing system, maintain asset inventory, and coordinate hardware procurement

• Support conference room technology including booking systems and display equipment

• Leverage AI tools and platforms to streamline IT workflows, automate repetitive support tasks, and integrate intelligent solutions into existing systems for improved efficiency and faster resolution times

What You Will Bring

• 1–3 years of experience in IT support, helpdesk, or desktop support

• Hands-on experience with Windows OS troubleshooting and configuration

• Working knowledge of Microsoft Office 365 administration (user accounts, email groups, licensing)

• Comfortable with hardware setup across laptops, monitors, printers, docking stations, and scanners

• Willing and able to work on a production and manufacturing floor, this is not a desk-only role

• Strong communication skills and a service-first mindset

• Ability to prioritize and manage a high volume of support requests in a fast-paced environment

• AI-native mindset, comfortable using AI-powered tools (such as Claude, ChatGPT, Copilot, or similar) to optimize workflows, automate routine tasks, and integrate intelligent solutions into IT operations

What We Offer

???? Cutting-Edge Technology – Opportunities to work on the forefront of fiber optic technology.

???? Professional Development – We’re committed to your growth, offering resources, career development, and a culture where your voice is heard.

???? Fun Team Environment – Monthly team bonding events, free lunches, and activities to keep us connected.

????️ Flexible Paid Time Off – Take time when you need it, with PTO that grows over time plus 10 paid holidays, including two floating holidays to use at your discretion

???? 401(k) Match – We offer company match to help you plan for your future.

???? Benefits Overview-- To view our comprehensive benefits package  CLICK HERE

Ready to Build the Future?

At viaPhoton, we are committed to furthering our culture of inclusion. We reinforce this through our core values and beliefs as well as our processes and strategic goals. We remind team members to seek various viewpoints, learn and be hungry with curiosity, and gain trust.