IT Service Desk Pro — Hybrid & Remote Support

Guitar Center Inc.; Frederick (MD); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Gig Leave

Medical Insurance

401K with company match

Tuition reimbursement

Employee discount

Job summary

Guitar Center Inc. seeks an IT Support Specialist to deliver frontline Tier 1 support for store, field, corporate, remote, and hybrid users. You will resolve requests, manage access, support devices and apps, and coordinate escalations while upholding SLAs and maintaining accurate records.

Responsibilities include imaging, deployment, and lifecycle support for desktops and laptops, asset inventory, and knowledge base updates to improve support quality.

Qualifications

• Experience providing Tier 1 IT support to diverse user groups (store, field, corporate, remote, hybrid).
• Ability to troubleshoot hardware/software, manage tickets, and follow escalation procedures.
• Familiarity with SLA targets and knowledge base maintenance.

Responsibilities

• Provide Tier 1 IT support to users across store, field, corporate, remote, and hybrid environments.
• Troubleshoot hardware/software, manage access, and communicate support procedures.
• Triage requests, escalate as needed, and maintain accurate ticket history.

Skills

Windows support

Active Directory

Microsoft 365

Exchange Online

Teams/SharePoint

VPN/MFA

Device support (iOS/Android)

Imaging/Deployment

IT asset tracking

Ticketing systems

Basic network troubleshoot

Education

High School Diploma or GED

Job description

Guitar Center Inc. seeks an IT Support Specialist to deliver frontline Tier 1 support for store, field, corporate, remote, and hybrid users. You will resolve requests, manage access, support devices and apps, and coordinate escalations while upholding SLAs and maintaining accurate records.

Responsibilities include imaging, deployment, and lifecycle support for desktops and laptops, asset inventory, and knowledge base updates to improve support quality.