The IT Support Specialist delivers front-line, SLA-based technical assistance for John Paul Mitchell Systems across corporate offices, remote and hybrid users, and the Santa Clarita distribution center. The role supports Windows and macOS environments, mobile device management, Microsoft 365, conference-room A/V, endpoint tooling, and onboarding and offboarding workflows.
Key Responsibilities
- Provide Tier 1 and Tier 2 support for all IT tickets, owning assigned tickets through resolution, including vendor escalation, user communication, documentation, and closure in accordance with SLA.
- Deliver time-sensitive, high-touch technical support to executives, department leaders, and other users.
- Set up, test, and troubleshoot conference-room A/V equipment (displays, cameras, microphones, and conferencing devices) and support Microsoft Teams and Zoom meetings.
- Support Windows and macOS computers, mobile devices, MDM enrollment, and remote or hybrid users.
- Perform approved Microsoft 365, Microsoft Entra ID, and Active Directory user and access tasks (user, group, license, mailbox, and access) using documented authorization and least-privilege procedures.
- Complete employee onboarding and offboarding tasks within established timelines, including account, license, device, application, and access changes.
- Support endpoint management activities including patching, encryption, EDR, and device-compliance tooling.
- Maintain accurate asset inventory from receiving and deployment through recovery, warranty/RMA processing, secure wiping, and disposal, including managing 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 and operational technology including shipping and packing workstations, Zebra handheld devices, thermal-label printers, time clocks, and other operational peripherals.
- 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 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 and periodically train end-users on hardware and software.
- Travel between Santa Monica, Santa Clarita, and other designated JPMS locations based on operational requirements, working onsite at both Santa Monica and Santa Clarita.
- Collaborate with the broader IT team to ensure consistent, coordinated support by sharing context and escalation details across site coverage.
- Perform root cause analysis, develop checklists for common problems, and recommend procedures and controls for prevention.
- Work independently while following documented procedures, security controls, and change-approval requirements, including assisting others with projects.
Required Qualifications
- 4+ years of hands-on end-user IT support experience.
- 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 and peripheral device troubleshooting.
- Basic hands-on experience with identity and access tasks including MFA enrollment, password resets, account lockouts, group membership, and software licensing.
- Basic understanding of Active Directory, Microsoft Entra ID, and Exchange (hybrid).
- Proficiency with endpoint protection and endpoint detection and response (EDR) applications.
- Fundamental understanding of system patching and updates.
- Experience using a service-management or ticketing system, documenting troubleshooting steps and resolutions.
- Basic knowledge of Microsoft Teams and Zoom meeting platforms.
- Ability to prioritize multiple requests, communicate clearly with nontechnical users, and recognize when escalation is appropriate.
- Ability to meet physical and travel requirements, including independently lifting and moving equipment up to 50 lbs.
- High school diploma or GED required.
Preferred Qualifications
- 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).
- Bachelor’s degree in a related field or technical trade school certification highly preferred.
Technologies
Windows 11, Windows, macOS, Microsoft 365, Microsoft Teams, Zoom, Microsoft Entra ID, Active Directory, Exchange (hybrid), MDM enrollment, EDR, PowerShell, TCP/IP, DHCP, DNS, Wi-Fi, VPNs, VoIP, Zebra handheld devices, thermal-label printers, ServiceDesk Plus, Service management/ticketing system, CompTIA A+, CompTIA Network+, Exchange Online, SharePoint, OneDrive, NinjaOne, SentinelOne, Mosyle, Intune, Apple Business Manager, Apple device management (Apple Business Manager / Mosyle).
Compensation and Benefits
Location: Santa Monica, CA (onsite)
Salary: USD 40 - 45 per hour (exact hourly rate depends on geographic location, experience, skills, and education). Expected base hourly range: $40.87 to $45.67.
- Discretionary Bonus Plan (eligibility based on personal performance and company results).
- 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.
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 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.
