IT Support Technician, Level 1

About the role

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 problems, and help keep our teams equipped and running.

Responsibilities

• 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
• Document support activity in our incident management system
• Maintain and manage employee system access and credentials
• Cook up 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

Qualifications & Experience

• A 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
• Excellent communication skills, both written and verbal
• Strong problem-solving skills and attention to detail
• Willingness to work evening/weekend hours as part of a rotating on-call schedule

Bonus Points

• If You 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)

Pay Rate

$36,000 - $50,000/yr. dependent on background and experience.

Schedule

M-F for first Month -8am-5pm - Eventually move to a Tues-Sat schedule with hours TBD

Location

Guitar Center Distribution Center in Brownsburg, IN

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?

• 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.
• This position is eligible to participate in the Guitar Center Company bonus program based on Company performance.

Why join us?

With a career at Guitar Center, you become part of the world's largest multichannel musical instrument retailer. Whether at our Stores, Contact Centers, Distribution Centers, or Support Center, Guitar Center employees have a common goal: to help people find their sound and fill the world with more music.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

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.