Generalist, IT Support

John Paul Mitchell Systems • Wilmer, TX

8d • $34 - $36 • Onsite

About The Position

The IT Support Generalist is the primary on-site IT resource for the JPMS Distribution Center in Wilmer, TX (DFW area), providing front-line technical support to end users across both office and warehouse floor operations. This role supports hardware, software, and peripherals as well as warehouse-specific technology, including Zebra handheld barcode scanners, label and thermal printers, packing/shipping workstations, and the warehouse RF/Wi-Fi environment. The IT Support Generalist is responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. As the primary on-site IT presence at the site, the IT Support Generalist independently diagnoses and resolves common Tier 1 and Tier 2 issues, gathers relevant diagnostic information, and escalates higher-impact or specialized issues to corporate IT or vendors while maintaining ownership through resolution. This position provides smart-hands support for on-site network and server room equipment, performs root cause analysis, develops checklists for typical problems, and recommends procedures and controls for problem prevention. Support coverage aligns with distribution-center operating hours and may include adjusted start times, overtime, or weekend work when scheduled.

Requirements

• Working knowledge of Windows 11 (and supported legacy Windows environments), Microsoft 365 applications, computer hardware, printers, peripherals, and common mobile devices
• Foundational understanding of TCP/IP, DHCP, DNS, Wi-Fi/RF, VPNs, and basic network troubleshooting
• Advanced printer / peripheral device troubleshooting, including thermal label printers
• 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 as the sole on-site IT resource while following documented procedures, security controls, and change-approval requirements
• Ability to meet the physical and site-safety requirements described in this job description, including independently lifting and moving equipment up to 50 lbs.
• High school diploma or GED required
• 3+ years of hands-on end-user IT support experience

Nice To Haves

• 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, Intune, or comparable RMM/MDM/EDR tools
• Experience supporting Zebra handheld devices and thermal-label printers
• Warehouse Management System (WMS) and shipping-application support experience
• Bachelor’s degree in related field or technical trade school certification highly preferred
• Prior experience in a warehouse, distribution, manufacturing, or logistics environment is preferred but not required

Responsibilities

• Serve as the primary on-site IT support resource for the Wilmer, TX distribution center, owning assigned tickets through resolution, including vendor escalation, user communication, documentation, and closure in accordance with SLA
• Independently diagnose and resolve common Tier 1 and Tier 2 issues, gather relevant diagnostic information, and escalate higher-impact or specialized issues to corporate IT or vendors while maintaining ownership through resolution
• Configure, maintain, and repair warehouse technology, including Zebra handheld barcode scanners, mobile computers, thermal-label printers, and packing/shipping station hardware
• Provide front-line support for warehouse management, shipping, packing, scanning, and label-printing workflows (e.g., WMS and shipping applications), escalating business-system issues while owning communication through resolution
• Troubleshoot warehouse RF/Wi-Fi issues, identifying coverage versus device problems, in coordination with corporate IT and vendors
• Coordinate warranty service, vendor repair, and RMA replacement of Zebra handheld devices, thermal printers, workstations, and other site technology; maintain accurate repair and spare-equipment records
• Maintain an inventory of site technology, spare equipment, consumables, and loaner devices to minimize operational downtime
• Provide smart-hands support for switches, access points, UPS units, circuits, and server-room equipment under direction of corporate IT
• 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
• Support endpoint management, patching, encryption, EDR, and device-compliance tooling
• Provision equipment and accounts for new-hire onboarding; deprovision access and recover equipment at offboarding
• Support and troubleshoot desk phones and the VoIP phone system, time clocks, conference room A/V, and both Teams and Zoom meetings
• 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
• Coordinate and escort network, telecom, printer, security, and other technology vendors performing work at the site
• Follow all distribution-center safety requirements while working near forklifts, conveyors, loading areas, and other material-handling equipment
• Provide support during distribution-center operating hours, including adjusted start times, overtime, weekend work, or after-hours escalation when scheduled
• Create and maintain knowledge-base articles, troubleshooting checklists, site documentation, and equipment records; run approved diagnostic or remediation scripts, including basic PowerShell, where documented
• Support and enforce IT policies; periodically train end-users on hardware and software
• Travel to California 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED