IT Support Technician, Level 1

About Guitar Center:  

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 vital role in keeping our systems running smoothly and our teams connected. 

About The Role:  

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!  

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 

Qualifications

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

Qualifications & Experience:   

• 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   

Bonus Points If You Have:   

• A+ Certification or Microsoft-related credentials   

• Experience supporting POS systems or retail environments   

• Familiarity with incident management and ticketing systems (e.g., ServiceNow, Jira)   

Key Competencies:   

• Analytical Skills: Ability to interpret data and extract insights to improve business performance.   

• Collaboration: P