Specialist, IT Support

John Paul Mitchell Systems•Santa Monica, CA

3d•$41 - $46•Onsite

About The Position

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.

Requirements

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.
High school diploma or GED required
4+ 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, 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 related field or technical trade school certification highly preferred

Responsibilities

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