IT Service Desk Support Specialist

This role provides frontline IT support for store field corporate remote and hybrid users. The position focuses on resolving support requests maintaining user access supporting end-user devices and applications coordinating escalations meeting service-level expectations maintaining accurate records and improving support documentation.

Responsibilities and Duties

• Effectively professionally and respectfully represent Information Systems staff teams and services to the end-user community.
• Provide Tier 1 IT support to end users and system administrators across store field corporate remote and hybrid work environments.
• Answer questions troubleshoot issues instruct users on hardware and software functionality and communicate support procedures and company policy.
• Answer evaluate prioritize and resolve incoming calls e-mails chats and ticket requests while maintaining accurate work history records in the ticketing system.
• Triage requests based on urgency business impact user impact operational need and service-level expectations.
• Lead users through diagnostic procedures to resolve desktop laptop application account access connectivity remote access mobile device hardware peripheral and basic network issues.
• Perform basic user account and access support including account setup password resets account unlocks permissions group membership updates profile changes e-mail access support and related login issues.
• Support productivity tools and enterprise applications by assisting with access configuration functionality questions user instruction and basic troubleshooting.
• Support mobile devices remote access and hybrid work access by assisting with enrollment authentication configuration connectivity synchronization and application access issues.
• Perform device imaging deployment replacement endpoint setup and lifecycle support for desktops laptops peripherals and store or field equipment.
• Assist with IT asset inventory equipment logistics device tracking shipping receiving replacement and hardware refresh activities.
• Support store technology and POS-related requests including user access profiles basic troubleshooting documentation and escalation coordination.
• Maintain ownership of issues through follow-up documentation escalation tracking user communication and final resolution even when work is routed to another team.
• Communicate with escalation teams to resolve network telecom phone power infrastructure application security and access-related issues in a timely manner.
• Meet or exceed SLA targets by using contact lists escalation lists documentation prioritization standards and established support procedures.
• Create update and maintain knowledgebase documentation to improve support quality training consistency and first-contact resolution.
• Identify recurring issues process gaps and improvement opportunities that enhance the quality speed and consistency of IT support.
• Maintain an in-depth working knowledge of supported systems services support procedures policies and escalation paths.
• Perform additional duties as assigned.

• High school diploma or GED required.
• 1 to 3 years of relevant work experience in IT support service desk help desk desktop support retail systems support or a related technical support function.
• Ability to communicate clearly concisely and courteously with technical and non-technical users through phone e-mail chat ticketing and in-person support channels.
• Ability to manage multiple priorities document work accurately follow established procedures and maintain ownership of issues through resolution.
• Ability to provide support during off hours as business needs require.

Technical Skills

• Windows desktop and laptop support
• Active Directory
• Azure AD / Microsoft Entra ID
• Microsoft 365 suite
• Exchange Online and Outlook support
• Microsoft Teams OneDrive SharePoint Excel Word and PowerPoint
• VPN and remote access troubleshooting
• MFA and authentication support
• Security groups distribution groups permissions and licensing
• iOS and Android mobile device support
• MDM support
• Desktop imaging and deployment
• Device lifecycle management
• IT asset inventory and logistics
• POS system support
• Ticketing systems incident management problem management and SLA management
• Basic LAN Wi-Fi and network troubleshooting
• Enterprise application support
• Knowledgebase documentation

• Analytical Skills: Able to explore information data reports and other sources to identify issues extract meaningful insights and creatively resolve problems that improve business performance.
• Collaboration: Able to develop cooperation and teamwork while working with cross-functional groups escalation teams vendors store teams field teams and business stakeholders.
• Customer Focus: Able to meet the expectations and requirements of internal and external customers act with users in mind and recognize the importance of the end customer experience.
• Initiative: Able to identify opportunities and issues independently follow through on work activities learn detailed instructions quickly and adapt to a fast-paced environment.
• Interpersonal Communication: Able to communicate clearly concisely and courteously through verbal written ticketing and presentation channels with all levels of the company.
• Organizational Skills: Able to manage multiple priorities stay on track maintain strong attention to detail complete work thoroughly and meet deadlines in a high-volume support environment.
• Why Guitar Center Heres 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:$65000-$70000/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.

With a career at Guitar Center you become part of the worlds 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!

Music & Arts 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.

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