IT Service Desk Support Specialist

Music & Arts•Frederick, MD

About The Position

The IT Service Desk Support Specialist provides frontline Tier 1 IT support to store, field, corporate, remote, and hybrid users. The role resolves support requests, supports user accounts and access, assists with end-user devices and applications, coordinates escalations, meets service-level expectations, maintains accurate ticket records, and improves support documentation. The specialist represents Information Systems professionally and respectfully, communicates support procedures and company policies, and maintains ownership of issues through follow-up and resolution, including when they are escalated to another team. The position supports desktops, laptops, mobile devices, peripherals, store and field equipment, productivity tools, enterprise applications, remote access, and POS-related requests. It also includes device imaging and deployment, asset inventory and logistics, knowledgebase maintenance, troubleshooting recurring issues, and coordination with escalation teams on network, telecom, infrastructure, application, security, and access matters. The role may require support during off hours as business needs require. Guitar Center describes itself as the world's largest multichannel musical instrument retailer. It offers employees who are musicians gig leave to take time off to share their music and return to their job after a tour. The posting lists an annual pay range of $65,000–$70,000, depending on background and experience, and notes that actual compensation may vary based on experience, education, location, and other factors.

Requirements

High school diploma or GED.
1 to 3 years of relevant 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 by phone, email, chat, ticketing, and in person.
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 and 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 and MDM support.
Desktop imaging and deployment and 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 and knowledgebase documentation.
Analytical skills to identify issues, draw insights from information and data, and creatively resolve problems.
Collaboration skills for working with cross-functional groups, escalation teams, vendors, store teams, field teams, and business stakeholders.
Customer focus and ability to consider users' needs and the end-customer experience.
Initiative to identify opportunities and issues, follow through independently, learn detailed instructions quickly, and adapt to a fast-paced environment.
Interpersonal communication skills across verbal, written, ticketing, and presentation channels and with all levels of the company.
Organizational skills, attention to detail, thoroughness, ability to manage priorities, and ability to meet deadlines in a high-volume support environment.

Responsibilities

Represent Information Systems staff, teams, and services professionally and respectfully to end users.
Provide Tier 1 IT support to users and system administrators across store, field, corporate, remote, and hybrid 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, emails, chats, and ticket requests, maintaining accurate work history in the ticketing system.
Triage support requests according to urgency, business and user impact, operational need, and service-level expectations.
Guide users through diagnostics for desktop, laptop, application, account access, connectivity, remote access, mobile device, hardware, peripheral, and basic network issues.
Provide basic account and access support, including account setup, password resets, account unlocks, permissions, group membership updates, profile changes, email access, and login issues.
Assist with access, configuration, functionality questions, user instruction, and basic troubleshooting for productivity tools and enterprise applications.
Support mobile devices, remote access, and hybrid work access, including enrollment, authentication, configuration, connectivity, synchronization, and application access.
Perform 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.
Own issues through follow-up, documentation, escalation tracking, user communication, and final resolution, including when routed to another team.
Coordinate 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 and escalation lists, documentation, prioritization standards, and established 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 improve the quality, speed, and consistency of IT support.
Maintain an in-depth working knowledge of supported systems, services, procedures, policies, and escalation paths.
Perform additional duties as assigned.

Benefits

Gig leave for employee musicians to take time off to share their music and return to their job after a tour.
Medical benefits.
Dental insurance.
Vision insurance.
401(k) with company match.
Mental health support.
Paid sick time.
Paid holiday time.
Paid vacation time.
Employee discount program.
Tuition reimbursement options.