IT Support Technician, Level 2

About Guitar Center: 

At Guitar Center, we are driven by a shared passion for music and technology. We support over 300 stores nationwide and a growing network of shared services facilities. Our IT team plays a critical role in ensuring our business runs smoothly and our customers and associates stay connected to what matters most. 

About The Role: 

The IT Support Technician Level 2 is a key contributor to our End User Support team, delivering advanced technical support across hardware, software, and conference systems. This role serves as the primary escalation point for Level 1 Technicians and plays a hands-on role in resolving complex incidents, managing system configurations, and enhancing end-user support. The ideal candidate is a problem-solver with strong technical and communication skills, who thrives in a fast-paced environment and is committed to delivering exceptional support. This position reports to the Supervisor, Help Desk and reflects Guitar Center’s core values of service, passion, integrity, and doing what’s right for our employees and business. 

Responsibilities:  

• Serve as a senior escalation point for resolving complex hardware, software, and access-related issues. 

• Troubleshoot and resolve endpoint issues (Mac/PC), video conferencing systems, and peripheral devices both remotely and onsite. 

• Support user access management (logins, permissions, accounts) across Active Directory and enterprise systems. 

• Collaborate with Level 1 Technicians, offering mentorship and guidance to ensure consistent, high-quality support. 

• Coordinate resolution of network, phone, and power issues with internal teams and external vendors. 

• Install, configure, and support systems using SCCM, InTune, Mosyle/JAMF, and third-party software tools. 

• Document incidents, procedures, and system changes in the IT ticketing system (e.g., ServiceNow). 

• Maintain and update IT asset records for hardware and mobile devices. 

• Identify and implement process improvements to increase team efficiency and support capabilities. 

• Assist in office equipment moves and tech setups as part of planned changes or relocations. 

Qualifications

To join our band, you'll need the following experience:   

Qualifications & Experience:  

• High School Diploma or GED required; relevant certifications (CompTIA A+, Microsoft, Mosyle/JAMF) preferred. 

• 4+ years of IT support experience in a mid-to-large enterprise environment. 

• Proven expertise in Windows and macOS systems, Microsoft 365, and endpoint management tools. 

• Hands-on experience with SCCM, InTune, and JAMF for imaging and deployment. 

• Familiarity with AV and video conferencing technology (Zoom, Teams, VC hardware). 

• Solid foundation in networking fundamentals and troubleshooting. 

• Experience with ServiceNow or similar ITSM platforms. 

• Excellent interpersonal and communication skills with the ability to support stakeholders at all levels. 

• Demonstrated ability to manage multiple tasks, shifting priorities, and fast-paced demands. 

• Strong documen