IT Support Technician, Level 1

The Guitar Center Company • Kansas City, MO

6h • $36,000 - $50,000

About The Position

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 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

Benefits

• Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.
• This position is eligible to participate in the Guitar Center Company bonus program based on Company performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED