Role Summary This role provides frontline IT support for store, field, corporate, remote, and hybrid users. The position focuses on resolving support requests, maintaining user access, supporting end-user devices and applications, coordinating escalations, meeting service-level expectations, maintaining accurate records, and improving support documentation.Responsibilities and Duties Effectively, professionally, and respectfully represent Information Systems staff, teams, and services to the end-user community.Provide Tier 1 IT support to end users and system administrators across store, field, corporate, remote, and hybrid work environments.Answer questions, troubleshoot issues, instruct users on hardware and software functionality, and communicate support procedures and company policy.Answer, evaluate, prioritize, and resolve incoming calls, e-mails, chats, and ticket requests while maintaining accurate work history records in the ticketing system.Triage requests based on urgency, business impact, user impact, operational need, and service-level expectations.Lead users through diagnostic procedures to resolve desktop, laptop, application, account access, connectivity, remote access, mobile device, hardware, peripheral, and basic network issues.Perform basic user account and access support, including account setup, password resets, account unlocks, permissions, group membership updates, profile changes, e-mail access support, and related login issues.Support productivity tools and enterprise applications by assisting with access, configuration, functionality questions, user instruction, and basic troubleshooting.Support mobile devices, remote access, and hybrid work access by assisting with enrollment, authentication, configuration, connectivity, synchronization, and application access issues.Perform device imaging, deployment, replacement, endpoint setup, and lifecycle support for desktops, laptops, peripherals, and store or field equipment.Assist with IT asset inventory, equipment logistics, device tracking, shipping, receiving, replacement, and hardware refresh activities.Support store technology and POS-related requests, including user access, profiles, basic troubleshooting, documentation, and escalation coordination.Maintain ownership of issues through follow-up, documentation, escalation tracking, user communication, and final resolution, even when work is routed to another team.Communicate with escalation teams to resolve network, telecom, phone, power, infrastructure, application, security, and access-related issues in a timely manner.Meet or exceed SLA targets by using contact lists, escalation lists, documentation, prioritization standards, and established support procedures.Create, update, and maintain knowledgebase documentation to improve support quality, training, consistency, and first-contact resolution.Identify recurring issues, process gaps, and improvement opportunities that enhance the quality, speed, and consistency of IT support.Maintain an in-depth working knowledge of supported systems, services, support procedures, policies, and escalation paths.Perform additional duties as assigned.Minimum Requirements High school diploma or GED required.1 to 3 years of relevant work experience in IT support, service desk, help desk, desktop support, retail systems support, or a related technical support function.Ability to communicate clearly, concisely, and courteously with technical and non-technical users through phone, e-mail, chat, ticketing, and in-person support channels.Ability to manage multiple priorities, document work accurately, follow established procedures, and maintain ownership of issues through resolution.Ability to provide support during off hours as business needs require.Technical Skills Windows desktop and laptop supportActive DirectoryAzure AD / Microsoft Entra IDMicrosoft 365 suiteExchange Online and Outlook supportMicrosoft Teams, OneDrive, SharePoint, Excel, Word, and PowerPointVPN and remote access troubleshootingMFA and authentication supportSecurity groups, distribution groups, permissions, and licensingiOS and Android mobile device supportMDM supportDesktop imaging and deploymentDevice lifecycle managementIT asset inventory and logisticsPOS system supportTicketing systems, incident management, problem management, and SLA managementBasic LAN, Wi-Fi, and network troubleshootingEnterprise application supportKnowledgebase documentationSpecial Attributes and Competencies Analytical Skills: Able to explore information, data, reports, and other sources to identify issues, extract meaningful insights, and creatively resolve problems that improve business performance.Collaboration: Able to develop cooperation and teamwork while working with cross-functional groups, escalation teams, vendors, store teams, field teams, and business stakeholders.Customer Focus: Able to meet the expectations and requirements of internal and external customers, act with users in mind, and recognize the importance of the end customer experience.Initiative: Able to identify opportunities and issues, independently follow through on work activities, learn detailed instructions quickly, and adapt to a fast-paced environment.Interpersonal Communication: Able to communicate clearly, concisely, and courteously through verbal, written, ticketing, and presentation channels with all levels of the company.Organizational Skills: Able to manage multiple priorities, stay on track, maintain strong attention to detail, complete work thoroughly, and meet deadlines in a high-volume support environment.Benefits 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, 401(k) plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.Pay Rate: $68,000-$90,000/yr depending on background and experience.The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.Music & Arts 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 are unable or limited in your ability to use or access our website, you may request a reasonable accommodation by calling 1‑818‑735‑8800 ext. 2862 or by sending an email to recruiting@guitarcenter.com.#J-18808-Ljbffr