Frontline IT Service Desk Specialist (Remote & On-site)

Music & Arts; Frederick (MD); Hybrid; USD 65,000 - 70,000; Full time

Job summary

Music & Arts is seeking an IT support specialist to provide frontline Tier 1 assistance for store, field, corporate, remote, and hybrid users. You will troubleshoot hardware, software, and access issues, document activities, and coordinate escalations to maintain SLA targets.

Qualifications include a high school diploma or GED and 1–3 years in IT support or related fields, with strong communication skills for technical and non‑technical users.

Qualifications

• Requires strong IT help desk or service desk background in a retail or corporate setting.
• Ability to communicate clearly with both technical and non‑technical users.
• Willingness to work off hours as needed.

Responsibilities

• Provide Tier 1 IT support to end users across store, field, corporate, remote, and hybrid environments.
• Resolve issues with hardware, software, access, and basic network connectivity.
• Document work, manage escalations, and maintain knowledgebase entries.

Skills

Analytical skills

Collaboration

Customer focus

Initiative

Interpersonal communication

Education

High school diploma or GED

Tools

Active Directory

Microsoft 365

Exchange Online

Microsoft Teams

OneDrive

SharePoint

VPN

MFA

MDM

Ticketing systems

POS system

LAN/Wi‑Fi

Job description

Music & Arts is seeking an IT support specialist to provide frontline Tier 1 assistance for store, field, corporate, remote, and hybrid users. You will troubleshoot hardware, software, and access issues, document activities, and coordinate escalations to maintain SLA targets.

Qualifications include a high school diploma or GED and 1–3 years in IT support or related fields, with strong communication skills for technical and non‑technical users.