Service Support Specialist

Pay Range

$43.50/hr - $48.00/hr

As a Service Support Specialist, you will harness your expertise in smart home technology or commercial AV integration by engaging with clients, troubleshooting issues, and finding solutions. This position will be based in our Regional Operation Support Center, reporting to the Support Center Manager.

• Provide remote support and system monitoring for clients throughout the US.
• Proactively address system issues as they arise.
• Use knowledge of Control systems (Control4 / Savant / Crestron / Lutron) to make basic code changes and troubleshoot.
• Perform service tasks efficiently and with quality emphasis, including:
• Responding to client requests via phone/email, performing system checks, and conducting client check‑in calls.
• Communicating proper steps and best practices for AV & Control system use to clients.
• Remotely perform preventative maintenance of client systems using provided service tools.
• Perform remote installation of control programs (Control4 / Savant / Crestron / Lutron) firmware – upload and download.
• Test integrated systems and components via remote access.
• Schedule, dispatch and manage service technicians for site visits.
• Participate in weekend on‑call rotation.
• Attend office at least three days a week.
• Perform additional duties as assigned.

The Guitar Center Company encourages teammates to find their own sound, fostering creativity and music through customer‑first values, respect, and integrity. Guitar Center is the world’s largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290+ stores across the U.S. It also runs e‑commerce brands such as Musician’s Friend and WWBW, and houses the AVDG and GCPro audio‑visual integration businesses.

• Minimum 3‑5 years of AV industry experience.
• Strong computer skills on both Mac and PC, including Windows applications, Microsoft Office, VPN access, and web applications.
• Knowledge of standard networking practices, configurations, and functions.
• Ability to troubleshoot and address networking performance issues, or to accurately relay issues to on‑site technicians.
• Proficiency navigating PC file structures, control panels, and command line prompts.
• Familiarity with Apple iOS products (Apple TV, iPad, Airport Express, iPhone/iTouch, OS‑10, etc.) as they relate to interfacing with and controlling integrated homes or home networks.
• Full understanding of pre‑wire, trim, and final project phases, including proper use of all associated tools and safety procedures.
• Ability to read and understand device layout drawings, engineered schematics, and provide redline corrections and construction blueprints as they pertain to the AV industry.

• Knowledge of Control4 system Composer‑Pro and Putty programming.
• Knowledge of Cisco, Sophos, Pakedge, Araknis, Watchguard, or Ruckus networking equipment.
• Knowledge of Crestron Toolbox, Biamp, and Q‑Sys Designer suites.
• Ability to communicate with clients from across the US over the phone.
• Ability to multi‑task and work in a timely manner for high‑profile client issues.
• Flexibility to work with the team for support coverage during call center hours if needed.

Employees who are musicians enjoy unique opportunities such as gig leave. The company offers robust benefits and perks, including Medical, Dental, Vision, 401(k) with company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

$43.50 - $48.00/hr, depending on background and experience. Actual compensation may vary and is determined by experience, education, and other factors per state-specific laws.

Send your resume and cover letter today along with salary expectations.

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‑related requirements.

If you are a qualified individual with a disability or a disabled veteran and require assistance or a reasonable accommodation to access our website or express interest in this opening, please email .