Generalist, IT Support

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 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.

This role works onsite at our Wilmer, TX location.

What You will Do:

• 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