Technician II , IT Support

Job Description

Position Summary: IT Support Services Technician I

The Level I IT Support Services Technician will be responsible for providing awesomely effective diagnostic evaluation, incident recording, resolution, and escalation to meet the internal needs of our Support Center and Retail locations.

Responsibilities will include, but will not be limited to the following:

• Answer, evaluate, and prioritize incoming calls, emails, and ticket requests from users experiencing problems with computer-related technologies.
• Research and lead users through diagnostic procedures to determine the root cause.
• Manage all employee logins, approvals, e-mails, and menu level accounts.
• Log and track calls using a problem management database and maintain historical records.
• Identify and resolve POS hardware problems, inclusive of requesting replacement gear and ensuring it is received and installed properly at store locations.
• Actively communicate and interface with escalation teams to ensure all issues are resolved in a timely and efficient manner; including but not limited to network, phone, or power-related issues.
• Maintain an in-depth knowledge of all supported systems and services.
• Generate amazing ideas in a style that will enhance and improve the support we deliver every day.
• Additional duties as assigned.

About Guitar Center

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The Guitar Center Company operates through several business divisions. Guitar Center is the world's largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290 stores across the United States. 2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.

E-Commerce brands Guitar Center, Musician's Friend and WWBW offer online sales of a broad selection of music products. The Music & Arts division operates more than 220 stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio-visual integration business, delivering a best-in-class commercial and residential customer experience.

Requirements

To join our band, you'll need the following experience:

• High School Diploma or GED required.
• 2 years of relevant work experience
• Intermediate understanding and interest in computers, technology, or anything geek-related.

Why Guitar Center? 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.

Pay Rate: $37,100 - $49,400 /yr depending on background and experience.

The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations