IT Support Technician, Level 1

The Guitar Center Company•Kansas City, MO

2d•$36,000 - $50,000

About The Position

We’re looking for a tech-savvy, customer-focused IT Support Technician Level 1 to join our 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 problems, and help keep our teams equipped and running. If you’re passionate about solving problems, love working with people, and thrive in a fast-paced environment — we want to hear from you!

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