Specialist, 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 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