Retail IT Support Specialist – Part-Time

Guitar Center Inc.; West Natick (MA); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K with company match

Mental health support

Paid time off (sick/holiday/vacation)

Employee discount program

Tuition reimbursement

Job summary

Guitar Center in Massachusetts is seeking an IT Support Specialist to provide frontline Tier 1 help desk support for store, field, corporate, remote, and hybrid users, ensuring timely resolution and secure access.

You will diagnose hardware and software issues, assist with device imaging, account access, and productivity tools, and maintain accurate records as part of a growing IT team delivering reliable systems across locations.

Qualifications

• High school diploma or GED required.
• 1 to 3 years of IT support or related experience.
• Clear communication with technical and non-technical users.
• Ability to manage multiple priorities and own issues through resolution.
• Ability to provide support during off hours as needed.

Responsibilities

• Provide Tier 1 IT support to end users across store, field, corporate, remote, and hybrid environments.
• Troubleshoot hardware and software issues, assist with device enrollment, and guide users on functionality.
• Manage account access: password resets, unlocks, permissions, and login issues.
• Document work history in the ticketing system and maintain accurate records.
• Escalate issues based on urgency and impact, coordinating with escalation teams as needed.
• Maintain knowledgebase documentation and contribute to process improvements.
• Support store technology and POS-related requests, including access and basic troubleshooting.

Skills

Analytical

Collaboration

Customer focus

Initiative

Interpersonal communication

Organizational skills

Education

High school diploma

Tools

Windows support

Active Directory

Azure AD

Microsoft 365

Exchange Online

Microsoft Teams

OneDrive

SharePoint

VPN

MFA

IT Asset inventory

POS system support

Ticketing systems

Job description

Guitar Center in Massachusetts is seeking an IT Support Specialist to provide frontline Tier 1 help desk support for store, field, corporate, remote, and hybrid users, ensuring timely resolution and secure access.

You will diagnose hardware and software issues, assist with device imaging, account access, and productivity tools, and maintain accurate records as part of a growing IT team delivering reliable systems across locations.