Technician I , IT Support

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.