IT Service Desk Support Specialist

The Guitar Center Company•Kansas City, MO

3d•$68,000 - $90,000•Hybrid

About The Position

This role provides frontline IT support for store, field, corporate, remote, and hybrid users. The position focuses on resolving support requests, maintaining user access, supporting end-user devices and applications, coordinating escalations, meeting service-level expectations, maintaining accurate records, and improving support documentation.

Requirements

High school diploma or GED required.
1 to 3 years of relevant work experience in IT support, service desk, help desk, desktop support, retail systems support, or a related technical support function.
Ability to communicate clearly, concisely, and courteously with technical and non-technical users through phone, e-mail, chat, ticketing, and in-person support channels.
Ability to manage multiple priorities, document work accurately, follow established procedures, and maintain ownership of issues through resolution.
Ability to provide support during off hours as business needs require.
Windows desktop and laptop support
Active Directory
Azure AD / Microsoft Entra ID
Microsoft 365 suite
Exchange Online and Outlook support
Microsoft Teams, OneDrive, SharePoint, Excel, Word, and PowerPoint
VPN and remote access troubleshooting
MFA and authentication support
Security groups, distribution groups, permissions, and licensing
iOS and Android mobile device support
MDM support
Desktop imaging and deployment
Device lifecycle management
IT asset inventory and logistics
POS system support
Ticketing systems, incident management, problem management, and SLA management
Basic LAN, Wi-Fi, and network troubleshooting
Enterprise application support
Knowledgebase documentation

Nice To Haves

Analytical Skills: Able to explore information, data, reports, and other sources to identify issues, extract meaningful insights, and creatively resolve problems that improve business performance.
Collaboration: Able to develop cooperation and teamwork while working with cross-functional groups, escalation teams, vendors, store teams, field teams, and business stakeholders.
Customer Focus: Able to meet the expectations and requirements of internal and external customers, act with users in mind, and recognize the importance of the end customer experience.
Initiative: Able to identify opportunities and issues, independently follow through on work activities, learn detailed instructions quickly, and adapt to a fast-paced environment.
Interpersonal Communication: Able to communicate clearly, concisely, and courteously through verbal, written, ticketing, and presentation channels with all levels of the company.
Organizational Skills: Able to manage multiple priorities, stay on track, maintain strong attention to detail, complete work thoroughly, and meet deadlines in a high-volume support environment.

Responsibilities

Effectively, professionally, and respectfully represent Information Systems staff, teams, and services to the end-user community.
Provide Tier 1 IT support to end users and system administrators across store, field, corporate, remote, and hybrid work environments.
Answer questions, troubleshoot issues, instruct users on hardware and software functionality, and communicate support procedures and company policy.
Answer, evaluate, prioritize, and resolve incoming calls, e-mails, chats, and ticket requests while maintaining accurate work history records in the ticketing system.
Triage requests based on urgency, business impact, user impact, operational need, and service-level expectations.
Lead users through diagnostic procedures to resolve desktop, laptop, application, account access, connectivity, remote access, mobile device, hardware, peripheral, and basic network issues.
Perform basic user account and access support, including account setup, password resets, account unlocks, permissions, group membership updates, profile changes, e-mail access support, and related login issues.
Support productivity tools and enterprise applications by assisting with access, configuration, functionality questions, user instruction, and basic troubleshooting.
Support mobile devices, remote access, and hybrid work access by assisting with enrollment, authentication, configuration, connectivity, synchronization, and application access issues.
Perform device imaging, deployment, replacement, endpoint setup, and lifecycle support for desktops, laptops, peripherals, and store or field equipment.
Assist with IT asset inventory, equipment logistics, device tracking, shipping, receiving, replacement, and hardware refresh activities.
Support store technology and POS-related requests, including user access, profiles, basic troubleshooting, documentation, and escalation coordination.
Maintain ownership of issues through follow-up, documentation, escalation tracking, user communication, and final resolution, even when work is routed to another team.
Communicate with escalation teams to resolve network, telecom, phone, power, infrastructure, application, security, and access-related issues in a timely manner.
Meet or exceed SLA targets by using contact lists, escalation lists, documentation, prioritization standards, and established support procedures.
Create, update, and maintain knowledgebase documentation to improve support quality, training, consistency, and first-contact resolution.
Identify recurring issues, process gaps, and improvement opportunities that enhance the quality, speed, and consistency of IT support.
Maintain an in-depth working knowledge of supported systems, services, support procedures, policies, and escalation paths.
Perform additional duties as assigned.