Generalist, IT Support

John Paul Mitchell Systems (“JPMS”) is recognized worldwide for developing and marketing innovative hair and skin care products since 1980. We serve 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 philanthropy, sustainability, and making our operations climate neutral.

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, this role independently diagnoses and resolves common Tier 1 and Tier 2 issues, gathers diagnostic information, and escalates higher-impact issues to corporate IT or vendors while maintaining ownership through resolution.

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.

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.
• 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.

Requirements

• Education: High school diploma or GED required.
• Experience: 3+ years of hands-on end-user IT support experience.

Skills

• Required:
  • 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, including independently lifting and moving equipment up to 50 lbs.
• Preferred:
  • 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.
  • Prior experience in a warehouse, distribution, manufacturing, or logistics environment.
  • Bachelor’s degree in related field or technical trade school certification.

Working Conditions

• Office and warehouse environments.
• 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 work that may require prolonged standing or walking, bending, kneeling, reaching, working beneath desks, and moving equipment between work areas.
• Regularly walk and stand on concrete warehouse floors and work near forklifts, conveyors, loading areas, and other material-handling equipment while complying with all site safety requirements.

Pay

The expected base hourly range for this position is $33.66 to $36.06. The exact hourly rate is determined by various factors including geographic location, experience, skills, and education.

This position is also eligible for participation in the company discretionary bonus plan, based on personal performance and company results.

Benefits

JPMS offers a competitive benefits package to eligible employees, including:

• Medical, dental, vision, life, accident, critical illness, and disability insurance.
• Retirement savings plans and company match.
• Paid family leave.
• Education-related programs.
• Paid holidays and discretionary vacation time.