IT Support Technician, Level 1

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.

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!

• 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

• 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

• A+ Certification or Microsoft‑related credentials
• Experience supporting POS systems or retail environments
• Familiarity with incident management and ticketing systems (e.g., Service Now, Jira)
• Analytical
  
  Skills:
  
  Ability to interpret data and extract insights to improve business performance.
• Collaboration: Proven ability to work cross‑functionally and build productive relationships.
• Customer Focus: Prioritizes the user experience in all support processes.
• Interpersonal Communication: Communicates clearly, courteously, and effectively across diverse audiences.
• Initiative: Proactively identifies and addresses problems; driven by continuous improvement.
• Organizational
  
  Skills:
  
  Manages time and priorities effectively, with strong attention to detail.
• Performance Management: Committed to ongoing skill development and goal achievement.
• Technology
  
  Skills:
  
  Competent in navigating relevant systems and tools to meet business needs.

$36,000 - $50,000/yr. dependent on background and experience.

11am-8pm (either Wed.

-Sun or Saturday - Wednesday) Must include both Saturday and Sunday and 3 other days during the week.

While this job description outlines primary responsibilities, it is not a comprehensive list of all tasks. Duties may change or new responsibilities may be assigned as business needs evolve.

For our employees who are musicians we offer the unique opportunity of gig leave—take time off to share your music with the world and return to your job after your tour! 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. The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay…