IT Service Desk Specialist – Remote & Hybrid Support

Guitar Center Inc.; Ballenger Creek (MD); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with company match

Tuition reimbursement

Employee discount program

Gig leave for musicians

Job summary

Guitar Center Inc. is seeking a frontline IT support specialist to assist store, field, corporate, remote, and hybrid users, resolving requests, managing access, and supporting end-user devices and applications.

You will triage tickets, document work history, and escalate when needed, while maintaining SLA targets and contributing to knowledgebase updates. A team-driven, customer-focused mindset is essential.

Qualifications

• 1–3 years of IT support or help desk experience.
• Clear, concise communication with technical and non-technical users.
• Ability to manage multiple priorities and follow established procedures.
• Willingness to provide off-hours support as needed.

Responsibilities

• Provide Tier 1 IT support for store, field, corporate, remote, and hybrid users.
• Resolve issues, manage access, and document work in the ticketing system.
• Triage requests by urgency and impact to meet SLA targets.
• Guide users through diagnostics for desktop, device, and network issues.
• Support mobile devices and remote access for hybrid work.
• Perform device imaging and deployment for lifecycle support.
• Maintain knowledgebase and contribute to documentation.

Skills

IT support

Windows support

Active Directory

Azure AD

Microsoft 365

Exchange Online

Outlook support

Teams

OneDrive

SharePoint

VPN

MFA

MDM

Imaging deployment

Asset inventory

POS system support

Ticketing system

SLA management

Education

High school diploma or GED

Tools

Imaging tools

MDM

POS software

Ticketing system

Office 365 tools

SharePoint

Job description

Guitar Center Inc. is seeking a frontline IT support specialist to assist store, field, corporate, remote, and hybrid users, resolving requests, managing access, and supporting end-user devices and applications.

You will triage tickets, document work history, and escalate when needed, while maintaining SLA targets and contributing to knowledgebase updates. A team-driven, customer-focused mindset is essential.