IT Support Technician, Level 2

The Guitar Center Company; Rialto (CA); On-site; USD 3,582,000 - 4,087,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with company match

Mental health support

Paid sick/holiday/vacation

Employee discount program

Tuition reimbursement

Job summary

The Guitar Center Company is seeking an End User Support Technician II to serve as the primary on-site IT resource for a large-scale distribution center, handling warehouse operations, RF devices, printers, workstations, and networked equipment.

You will resolve escalated incidents, perform root cause analysis, and partner with infrastructure, application, and engineering teams to maintain uptime and smooth operations.

Qualifications

• Associate degree in Information Technology or equivalent experience.
• 3–5 years of desktop support, field support, or end-user support experience.
• Experience supporting distribution centers, warehouses, manufacturing plants, or logistics operations.
• Strong troubleshooting across Windows OS, Mac OS, Microsoft 365, Active Directory, printers/scanners, and network connectivity.
• Experience using ITSM tools such as ServiceNow.

Responsibilities

• Provide Tier 2 technical support for warehouse associates, supervisors, and management.
• Troubleshoot and resolve hardware, software, network, and peripheral issues.
• Support Windows workstations, laptops, thin clients, and shared-use devices.
• Respond to service requests and incidents per SLAs/XLAs.
• Escalate complex issues to infrastructure, application, engineering, or vendors.

Skills

Desktop support

Field support

End-user support

Windows OS

Mac OS

Microsoft 365

Active Directory

Printers & scanners

Network connectivity

ITSM tools

Education

Associate degree in Information Technology or equivalent experience

Tools

ServiceNow

Job description

The End User Support Technician II provides advanced technical support for associates, systems, and technology operating within a large-scale distribution center and warehouse environment. This position serves as the primary on-site IT resource responsible for supporting warehouse operations, fulfillment systems, RF devices, printers, workstations, network-connected equipment, and end-user computing technologies.

The technician is responsible for resolving escalated incidents, performing root cause analysis, maintaining operational uptime, and partnering with infrastructure, application, and engineering teams to ensure uninterrupted warehouse operations.

Key Responsibilities

End User & Operational Support

• Provide Tier 2 technical support for warehouse associates, supervisors, and management.
• Troubleshoot and resolve hardware, software, network, and peripheral issues.
• Support Windows workstations, laptops, thin clients, and shared-use devices.
• Respond to service requests and incidents in accordance with established SLAs/XLAs.
• Escalate complex issues to teams such as infrastructure, application, engineering or third-party vendors when necessary.

Warehouse Technology Support

• Support RF scanners, handheld devices, mobile computers, tablets, and vehicle-mounted terminals.
• Troubleshoot warehouse management systems (WMS), inventory applications, shipping systems, and fulfillment technologies.
• Support barcode printers, label printers, thermal printers, and print-and-apply systems.
• Maintain and troubleshoot warehouse workstations and kiosk systems.
• Assist with conveyor, automation, and technology integrations as required.

Infrastructure & Network Support

• Perform basic network troubleshooting including cabling, switches, wireless access points, and connectivity issues.
• Support warehouse wireless environments used by handheld devices and mobile equipment.
• Coordinate with Network and Infrastructure teams during outages or technology deployments.
• Assist with equipment replacements, upgrades, and technology refresh projects.

Asset & Inventory Management

• Maintain accurate inventory records of IT hardware and equipment.
• Coordinate deployment, replacement, recovery, and disposal of technology assets.
• Perform workstation imaging, configuration, and deployment activities.
• Track warehouse technology inventory and spare equipment levels.

Project & Operational Support

• Participate in warehouse expansion, relocation, and infrastructure projects.
• Support software rollouts and hardware deployments.
• Assist with testing and validation of new warehouse technologies.
• Provide after-hours or weekend support during critical operational events or peak business periods.

Documentation & Knowledge Management

• Create and maintain technical documentation and standard operating procedures.
• Update knowledge articles and troubleshooting guides.
• Document recurring issues and recommend process improvements.

Schedule Flexibility

• Must be flexible to work evenings, weekends, holidays, and overtime as business needs dictate.
• Ability to work a flexible schedule.
• Willingness to adjust work hours to support operational requirements.
• Must be available outside normal business hours for planned maintenance or emergency support.

To join our band,you'llneed the following experience:

Qualifications & Experience:

• Associate degree in Information Technology or equivalent experience.
• 3–5 years of desktop support, field support, or end-user support experience.
• Experience supporting distribution centers, warehouses, manufacturing plants, or logistics operations.
• Strong troubleshooting skills across:
• Windows OS and Mac OS
• Microsoft 365
• Active Directory
• Printers and scanning devices
• Network connectivity
• Experience using ITSM tools such as ServiceNow.
• Ability to lift up to 50 pounds and work in a warehouse environment.

Preferred

• Experience supporting:
• Warehouse Management Systems (WMS) such as PKMS, Highjump, RF-Smart, Manhattan etc.
• MDM’s such as SOTI, Intune, ManageEngine, etc.
• DAX
• Shipping and logistics platforms
• CompTIA A+, Network+, or Microsoft certification.
• Experience supporting Zebra, Honeywell, or similar mobile warehouse technologies and devices.
• Basic networking knowledge (Cisco, Meraki, Aruba)
• Ability to run and terminate data lines.

Pay Rate:$26.00 - $29.67/hr dependent on background and experience.The job posting is not necessarily reflective of actual compensation that may beearned, nor a promise of any specific pay for any specific employee, which isalways dependent on actual experience, education, and other factors. The payrange(s) listed are provided in compliance with state specific laws. Pay rangesmay be different in other locations.

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.

Why Guitar Center Company? Here’s just some of the rewards: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.

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. You canrequest a reasonable accommodation by sending an email [e-mail].