IT Support Technician, Level 1

Guitar Center • Kansas City, MO

5d

About The Position

Guitar Center is seeking a tech-savvy, customer-focused IT Support Technician Level 1 to join its Help Desk & End User Support Team. The position serves as the first point of contact for IT-related issues across Guitar Center’s nationwide operations, providing front-line support, diagnosing technical problems, and helping employees stay equipped and connected. The role involves supporting users and systems in a fast-paced, high-volume environment.

The schedule is 11 a.m.–8 p.m., either Wednesday through Sunday or Saturday through Wednesday. Both Saturday and Sunday, plus three other weekdays, must be included. Evening and weekend hours are part of a rotating on-call schedule. The listed pay range is $46,000–$57,783 per year, depending on background and experience. The position is eligible for the Guitar Center Company bonus program based on company performance.

Requirements

• High school diploma or GED.
• At least 2 years of experience in technical support or customer service, or equivalent experience such as CompTIA A+.
• Proficiency with Windows and MacOS environments, Microsoft Office, and basic IT hardware.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a high-volume support environment.
• Strong problem-solving skills and attention to detail.
• Willingness to work evening and weekend hours as part of a rotating on-call schedule.
• Ability to work the stated schedule, which includes both Saturday and Sunday and three other days during the week.

Nice To Haves

• A+ certification or Microsoft-related credentials.
• Experience supporting POS systems or retail environments.
• Familiarity with incident management and ticketing systems such as ServiceNow or Jira.

Responsibilities

• Respond to incoming IT support requests by phone, email, chat, and ticketing system.
• Troubleshoot Tier 1 technical issues involving hardware, software, and account access.
• Guide users through diagnostic and resolution steps for various systems, including POS systems.
• Track and document support activity in the 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 current on internal systems, tools, and best practices through training and collaboration.

Benefits

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