IT Support Technician I

The Guitar Center Company; Phoenix (AZ); On-site; USD 34,440 - 55,104; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) plus company match

Tuition reimbursement options

Employee discount program

Job summary

A leading retail music company located in Phoenix is seeking a Network Operations Center Analyst. This hybrid role involves monitoring and analyzing operational systems to ensure efficiency. Candidates should have strong analytical skills, experience with ITSM tools, and the ability to work a 12-hour shift, including weekends. The role offers a pay rate of $25–$40/hr based on experience, alongside robust benefits including medical and 401(k).

Qualifications

• 12-hour shift availability from 5:30 PM to 5:30 AM, including weekends and holidays.
• Proven experience in a fast-paced or high-availability IT environment.
• Hands-on experience with incident management processes.

Responsibilities

• Monitor operational systems and networks for optimal performance and security.
• Respond to alerts and incidents per established protocols.
• Document incidents and resolution for future analysis.
• Assist in network, compute, and storage equipment installation.

Skills

Analytical skills

Problem-solving skills

Communication skills

Ability to work under pressure

Tools

ServiceNow

Datadog

SolarWinds

Job description

Analyst, Network Operations Center – The Guitar Center Company

Located in downtown Phoenix, this hybrid role combines onsite NOC operations with remote collaboration 2–3 days per week.

About the Role

We are seeking a highly skilled Network Operations Center Analyst to monitor, analyze, and maintain the performance and efficiency of our operational systems. This analyst will work closely with various departments to ensure seamless operations, identify potential issues, and implement solutions to optimize performance.

What You’ll Do

• Monitor operational systems, networks, and applications to ensure optimal availability, performance, and security.
• Respond promptly to alerts, incidents, and service requests, following established procedures and protocols.
• Assess, contain, and escape environmental emergencies involving fire suppression, power systems, AC units, and UPS battery backups.
• Collaborate with cross-function teams to troubleshoot and resolve technical issues affecting operations.
• Document incidents, actions taken, and resolutions to maintain accurate records for analysis and future reference.
• Contribute to the development and implementation of proactive measures to prevent system failures and enhance reliability.
• Receive, stage, and assist in the installation of network, compute, and storage equipment.
• Stay current with industry trends, best practices, and emerging technologies related to operational management.
• Analyze operational data and metrics to identify trends, patterns, and potential risks to efficiency.

Qualifications & Experience

• Ability to work a 12‑hour shift from 5:30 PM to 5:30 AM, including weekends and holidays.
• Proven experience in a similar role, preferably in a fast‑paced or high‑availability environment.
• Strong analytical and problem‑solving skills with the ability to quickly diagnose and resolve technical issues.
• Excellent communication skills and the ability to collaborate effectively with diverse teams.
• Experience with ITSM and monitoring platforms such as ServiceNow, Datadog, or SolarWinds.
• Familiarity with the ITIL framework and hands‑on experience with incident management processes.
• Relevant certifications such as CompTIA A+, Security+, or ITIL Foundation are a plus.
• Ability to sit for extended periods of time.
• Ability to lift up to 75 lbs.

Disclaimer: 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.

Pay Rate: $25/hr – $40/hr dependent on background and experience. This is a salary non‑exempt role.

Benefits

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, tuition reimbursement options, and gig leave for musicians.

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 are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. Please send an email to [e-mail].

Seniority Level: Mid‑Senior

Employment Type: Full‑time

Job Function: Information Technology

Industry: Manufacturing

Location: Downtown Phoenix, AZ.