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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - **Company:** John Paul Mitchell Systems - **Location:** Santa Monica, CA, United States - **Experience:** Experienced - **Salary:** $85,010.0 - $94,994.0 - **Contract:** Permanent contract - **Skills:** Zebra (Programming Language), Microsoft Windows, Active Directory, Apple Mac Systems, Microsoft Online Services, VoIP, Cloud Computing, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Windows PowerShell, Azure Active Directory, Phishing, Microsoft SharePoint, TCP/IP, Virtualization Technology, Wi-Fi Technology, Software Licensing, Office365, Peripherals, Microsoft InTune, Computer Equipment, Laptops, SentinelOne Expertise - **Published:** August 5, 2026 - **Apply:** https://www.dice.com/job-detail/83187964-a8cf-4295-808c-0650921b330f ## About the Role * 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. Education: * High school diploma or GED required Experience: * 4+ years of hands-on end-user IT support experience Preferred Qualifications: Skills: * 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) Education: * Bachelor's degree in related field or technical trade school certification highly preferred We are eager to meet people who believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. If you think you would be a good fit for the position and our company, we invite you to apply. ## Description * 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 ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Should Tech Managers Be Developers First? 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