Specialist, IT Support

Description

Who We Are

John Paul Mitchell Systems (“JPMS”) is recognized worldwide for developing and marketing innovative hair and skin care products since 1980. We’ve been serving the professional beauty industry with salon-quality hair care products, styling tools and professional hair color through our family of brands including Paul Mitchell, MITCH, Awapuhi Wild Ginger, Tea Tree, Paul Mitchell Tools, Neuro, The Demi, Paul Mitchell the Color, Blonde, and Color XG.

We were the first professional hair care company to take a stand against animal testing and continue our strong commitment to giving back, supporting a wide range of philanthropic causes both domestically and internationally. Sustainability has always been a priority, and we are committed to making our company operations climate neutral to preserve the beauty of the world around us.

Who You Are: 

You are a skilled and enthusiastic, high-performing professional who is passionate about hair care and wants to positively contribute to the growth of our iconic brand as well as to our people first culture.

About the Role 

• The IT Support Specialist provides front-line technical support across JPMS corporate offices, remote and hybrid users, and the Santa Clarita distribution center. The role supports Windows and macOS computers, mobile devices, Microsoft 365, conference-room technology, executive users, warehouse devices, and common office and operational peripherals. The IT Support Specialist is responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. This position requires regular hands-on work, travel between supported locations, and the ability to independently install, relocate, and support technology equipment.
• IT Support Specialist will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position requires independent work, sharing information and assisting others with various projects. 

This role will work onsite at both our Santa Monica and Santa Clarita locations.

What You will Do:

• Provide Tier 1/Tier 2 support for all IT tickets submitted, owning assigned tickets through resolution, including vendor escalation, user communication, documentation, and closure in accordance with SLA
• Provide professional, high-touch technical support to executives, department leaders, and other users requiring time-sensitive assistance
• Set up, test, and troubleshoot conference-room A/V (displays, cameras, microphones, and conferencing devices) and support both Microsoft Teams and Zoom meetings
• Support Windows and macOS computers, mobile devices, MDM enrollment, and remote/hybrid users
• Perform approved user, group, license, mailbox, and access tasks in Microsoft 365, Microsoft Entra ID, and Active Directory according to documented authorization and least-privilege procedures
• Complete employee onboarding and offboarding tasks accurately and within established timelines, including account, license, device, application, and access changes
• Support endpoint management, patching, encryption, EDR, and device-compliance tooling
• Maintain accurate asset inventory from receiving and deployment through recovery, warranty/RMA, secure wiping, and disposal; maintain site spares and loaner equipment
• Coordinate warranty repairs, vendor visits, replacement equipment, and local IT inventory
• Provide scheduled and as-needed IT support at the Santa Clarita distribution center for warehouse users, shipping and packing workstations, Zebra handheld devices, thermal-label printers, time clocks, and other operational technology
• Troubleshoot basic warehouse RF/Wi-Fi, device-connectivity, printing, and peripheral issues, escalating infrastructure or business-application problems as appropriate
• Support and troubleshoot desk phones and the VoIP phone system
• Assist users with MFA enrollment, password resets, and account lockouts
• Provide initial response to reported phishing, lost devices, suspected account compromise, and other security incidents according to documented procedures
• Assist with office moves, workstation installations, cabling, event technology, and deployment of new office equipment
• Run approved diagnostic or remediation scripts, including basic PowerShell, where documented
• Create and maintain knowledge-base articles, troubleshooting checklists, site documentation, and equipment records
• Support and enforce IT policies; periodically train end-users on hardware and software
• Travel between Santa Monica, Santa Clarita, and other designated JPMS locations according to operational requirements
• Collaborate closely with the broader IT team to ensure consistent, well-coordinated support across the site, sharing knowledge and escalation context so field teams receive seamless assistance regardless of who responds

Requirements

Skills: 

• Working knowledge of Windows 11 (and supported legacy Windows environments), macOS, Microsoft 365 applications, computer hardware, printers, peripherals, and common mobile devices
• Foundational understanding of TCP/IP, DHCP, DNS, Wi-Fi, VPNs, and basic network troubleshooting
• Fundamental understanding of virtualization and cloud computing
• Advanced printer / peripheral device troubleshooting
• Basic hands-on experience with identity and access tasks such as MFA enrollment, password resets, account lockouts, group membership, and software licensing
• Basic understanding of Active Directory, Microsoft Entra ID, and Exchange (hybrid)
• Proficient with endpoint protection / endpoint detection and response (EDR) applications
• Fundamental understanding of system patching and updates
• Experience using a service-management or ticketing system and documenting troubleshooting steps and resolutions
• Basic knowledge of Teams and Zoom meeting platforms
• Ability to prioritize multiple requests, communicate clearly with nontechnical users, and recognize when escalation is appropriate
• Ability to work independently while following documented procedures, security controls, and change-approval requirements
• Ability to meet the physical and travel requirements described in this job description, including independently lifting and moving equipment up to 50 lbs.

Education: 

• High school diploma or GED required

Experience: 

• 4+ years of hands-on end-user IT support experience

Preferred Qualifications:

Skills: 

• CompTIA A+, Network+, or comparable practical certification
• Experience with Microsoft Entra ID, Exchange Online, SharePoint, Teams, and OneDrive
• Familiarity with ServiceDesk Plus or another ITSM platform
• Ability to use approved PowerShell scripts for routine diagnostics or remediation
• Experience with NinjaOne, SentinelOne, Mosyle, Intune, or comparable RMM/MDM/EDR tools
• Apple device management experience (Apple Business Manager / Mosyle)
• Experience supporting warehouse or distribution-center technology (Zebra devices, thermal-label printers)

Education:  

• Bachelor’s degree in related field or technical trade school certification highly preferred

We are eager to meet people who believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. If you think you would be a good fit for the position and our company, we invite you to apply. 

Working Conditions

• Independently lift, carry, position, install, and relocate computers, monitors, printers, UPS units, network equipment, boxed hardware, and other technology equipment weighing up to 50 lbs.
• Perform hands-on installation and troubleshooting work that may require prolonged standing or walking, bending, kneeling, reaching, working beneath desks, and moving equipment between work areas
• Transport, install, and relocate technology equipment between work areas and provide hands-on support in both corporate office and Santa Clarita distribution-center environments
• Travel between Santa Monica, Santa Clarita, and other designated JPMS locations as scheduled

Competitive Compensation: 

• The expected base hourly range for this position is $40.87 to $45.67. The exact hourly rate is determined by various factors including geographic location, experience, skills, and education.
• Discretionary Bonus Plan: This position is also eligible for participation in the company discretionary bonus plan, based on personal performance and company results.
• Comprehensive Benefits Package: In addition to base salary, JPMS offers a competitive benefits package to eligible employees, including medical, dental, vision, life, accident, critical illness, and disability insurance, retirement savings plans and company match, paid family leave, education-related programs, paid holidays, discretionary vacation time, and more.

We are an Equal Opportunity Employer and take pride in a diverse environment.