IT Support Technician I

The Guitar Center Company; Westlake Village (CA); On-site; USD 41,000 - 66,450; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401K with company match

Paid sick/holiday/vacation time

Employee discount program

Tuition reimbursement options

Gig leave for musicians

Job summary

The Guitar Center Company is seeking an IT Support Technician Level 1 to join our Help Desk & End User Support Team. This role involves providing front-line support for IT-related issues and ensuring teams are equipped and running smoothly across our nationwide operations.

Requirements include a High School Diploma or GED, 2+ years of technical support experience, and proficiency in Windows and macOS. Benefits include gig leave, medical, dental, vision, 401K, and more.

Qualifications

• 2+ years of experience in technical support or customer service.
• Ability to manage multiple priorities in a high-volume support environment.
• Willingness to work evening/weekend hours.

Responsibilities

• Respond to incoming IT support requests.
• Troubleshoot Tier 1 technical issues.
• Guide users through diagnostic steps.

Skills

Technical support experience

Customer service skills

Proficiency with Windows and macOS

Excellent communication

Problem-solving skills

Education

High School Diploma or GED

CompTIA A+ (preferred)

Tools

Microsoft Office

ServiceNow

Jira

Job description

At Guitar Center, we believe in the power of music and the technology that supports it. With over 300 stores nationwide and a growing network of support centers, we’re committed to delivering a seamless experience for musicians, associates, and partners alike. Our IT team plays a crucial role in ensuring our systems run smoothly and our teams remain connected.

We’re looking for a tech-savvy, customer-focused IT Support Technician Level 1 to join our Help Desk & End User Support Team. In this role, you’ll serve as the first point of contact for IT-related issues across Guitar Center’s nationwide operations. You'll provide front-line support, diagnose technical issues, and help keep our teams equipped and running smoothly.

What You’ll Do

• Respond to incoming IT support requests via phone, email, chat, and ticketing system
• Troubleshoot Tier 1 technical issues related to hardware, software, and account access
• Guide users through diagnostic and resolution steps for various systems, including POS
• Track and document support activity in our incident management system
• Maintain and manage employee system access and credentials
• Coordinate hardware replacements and installations across store locations
• Escalate complex issues to specialized IT teams when necessary
• Contribute to documentation and knowledge base articles for team use
• Stay up to date on internal systems, tools, and best practices through training and collaboration

What You’ll Need

• High School Diploma or GED (required)
• 2+ years of experience in technical support or customer service, or equivalent (e.g., CompTIA A+)
• Proficiency with Windows and macOS environments, Microsoft Office, and basic IT hardware
• Excellent communication skills, both written and verbal
• Ability to manage multiple priorities in a high-volume support environment
• Strong problem-solving skills and attention to detail
• Willingness to work evening/weekend hours as part of a rotating on‑call schedule

Nice to Have

• A+ Certification or Microsoft-related credentials
• Experience supporting POS systems or retail environments
• Familiarity with incident management and ticketing systems (e.g., ServiceNow, Jira)

Core Competencies

• Analytical Skills: Ability to interpret data and extract insights to improve business performance.
• Collaboration: Proven ability to work cross-functionally and build productive relationships.
• Customer Focus: Prioritizes the user experience in all support processes.
• Interpersonal Communication: Communicates clearly, courteously, and effectively across diverse audiences.
• Initiative: Proactively identifies and addresses problems; driven by continuous improvement.
• Organizational Skills: Manages time and priorities effectively, with strong attention to detail.
• Performance Management: Committed to ongoing skill development and goal achievement.
• Technology Skills: Competent in navigating relevant systems and tools to meet business needs.

Pay Rate

$41,000 - $66,450/yr. dependent on background and experience.

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.

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, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Inclusive Workplace

We are an Equal Opportunity Employer committed to diversity and fair hiring practices. If you need accommodation to apply due to disability, please email [e-mail].