IT Support Technician, Level 2

At Guitar Center, we are driven by a shared passion for music and technology. We support over 300 stores nationwide and a growing network of shared services facilities. Our IT team plays a critical role in ensuring our business runs smoothly and our customers and associates stay connected to what matters most.

The IT Support Technician Level 2 is a key contributor to our End User Support team, delivering advanced technical support across hardware, software, and conference systems. This role serves as the primary escalation point for Level 1 Technicians and plays a hands‑on role in resolving complex incidents, managing system configurations, and enhancing end‑user support. The ideal candidate is a problem‑solver with strong technical and communication skills, who thrives in a fast‑paced environment and is committed to delivering exceptional support.

This position reports to the Supervisor, Help Desk and reflects Guitar Center’s core values of service, passion, integrity, and doing what’s right for our employees and business.

• Serve as a senior escalation point for resolving complex hardware, software, and access‑related issues.
• Troubleshoot and resolve endpoint issues (Mac/PC), video conferencing systems, and peripheral devices both remotely and onsite.
• Support user access management (logins, permissions, accounts) across Active Directory and enterprise systems.
• Collaborate with Level 1 Technicians, offering mentorship and guidance to ensure consistent, high‑quality support.
• Coordinate resolution of network, phone, and power issues with internal teams and external vendors.
• Install, configure, and support systems using SCCM, InTune, Mosyle/JAMF, and third‑party software tools.
• Document incidents, procedures, and system changes in the IT ticketing system (e.g., Service Now).
• Maintain and update IT asset records for hardware and mobile devices.
• Identify and implement process improvements to increase team efficiency and support capabilities.
• Assist in office equipment moves and tech setups as part of planned changes or relocations.

• High School Diploma or GED required; relevant certifications (CompTIA A+, Microsoft, Mosyle/JAMF) preferred.
• 4+ years of IT support experience in a mid‑to‑large enterprise environment.
• Proven expertise in Windows and macOS systems, Microsoft 365, and endpoint management tools.
• Hands‑on experience with SCCM, InTune, and JAMF for imaging and deployment.
• Familiarity with AV and video conferencing technology (Zoom, Teams, VC hardware).
• Solid foundation in networking fundamentals and troubleshooting.
• Experience with Service Now or similar ITSM platforms.
• Excellent interpersonal and communication skills with the ability to support stakeholders at all levels.
• Demonstrated ability to manage multiple tasks, shifting priorities, and fast‑paced demands.
• Strong documentation habits and commitment to knowledge sharing.
• Technical Expertise: Broad and deep troubleshooting ability across platforms and tools.
• Customer Focus: Patient, proactive, and empathetic in resolving user issues.
• Collaboration: Works well across IT functions and mentors junior team members.
• Initiative: Identifies and acts on opportunities to improve processes.
• Communication: Explains complex issues clearly to technical and non‑technical users.
• Adaptability: Thrives in a dynamic environment with shifting priorities.

$40,000 - $55,000/yr. dependent on background and experience. This position is not eligible to participate in the Guitar Center Company bonus program based on Company performance. 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.

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.