IT Support Technician I
About The Position
At Guitar Center, we believe in the power of music and the technology that supports it. With over 300 stores nationwide and a growing network of support centers, we’re committed to delivering a seamless experience for musicians, associates, and partners alike. Our IT team plays a crucial role in ensuring our systems run smoothly and our teams remain connected. We’re looking for a tech-savvy, customer-focused IT Support Technician Level 1 to join our Help Desk & End User Support Team. In this role, you’ll serve as the first point of contact for IT-related issues across Guitar Center’s nationwide operations. You'll provide front-line support, diagnose technical issues, and help keep our teams equipped and running smoothly.
Requirements
- High School Diploma or GED (required)
- 2+ years of experience in technical support or customer service, or equivalent (e.g., CompTIA A+)
- Proficiency with Windows and macOS environments, Microsoft Office, and basic IT hardware
- Excellent communication skills, both written and verbal
- Ability to manage multiple priorities in a high-volume support environment
- Strong problem-solving skills and attention to detail
- Willingness to work evening/weekend hours as part of a rotating on-call schedule
Nice To Haves
- A+ Certification or Microsoft-related credentials
- Experience supporting POS systems or retail environments
- Familiarity with incident management and ticketing systems (e.g., ServiceNow, Jira)
Responsibilities
- Respond to incoming IT support requests via phone, email, chat, and ticketing system
- Troubleshoot Tier 1 technical issues related to hardware, software, and account access
- Guide users through diagnostic and resolution steps for various systems, including POS
- Track and document support activity in our incident management system
- Maintain and manage employee system access and credentials
- Coordinate hardware replacements and installations across store locations
- Escalate complex issues to specialized IT teams when necessary
- Contribute to documentation and knowledge base articles for team use
- Stay up to date on internal systems, tools, and best practices through training and collaboration
Benefits
- Medical
- Dental
- Vision
- 401K plus company match
- Mental health support
- Paid sick/holiday/vacation time
- Employee discount program
- Tuition reimbursement options
- Gig leave
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
