IT Support Technician, Level 2 Guitar Center - 3.2 Westlake Village, CA Job Details Full-time $45,000 - $75,000 a year 9 hours ago Benefits Paid holidays Health insurance Dental insurance Tuition reimbursement Vision insurance 401(k) matching Employee discount Qualifications Mid-level High school diploma or GED Analysis skills Continuous improvement 4 years CompTIA A+ Full Job Description About Guitar Center 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.

About The Role:

The IT Support Technician Level 2 serves as an intermediate-level support professional, providing advanced assistance for technical incidents and service requests. This role supports and mentors Level 1 Technicians while serving as an escalation point for more complex technical issues. The Technician 2 ensures timely issue resolution and maintains a strong track record of delivering excellent support to Guitar Center employees. This position reports to the Manager, IT Support Services.

Responsibilities:

Collaborate with Level I Technicians as the first line of defense for all technology-related issues. Address and resolve complex technical problems escalated by Level I support staff. Prioritize and respond to incoming support calls and tickets related to computers and endpoint technologies. Guide users through diagnostics to determine and resolve root causes. Manage employee access, including logins, approvals, and menu-level accounts. Track and document support interactions using an incident management system. Diagnose and resolve POS hardware issues, including managing replacement gear and ensuring proper installation at store locations. Work closely with escalation teams to resolve issues related to network, phone, and power systems. Maintain advanced knowledge of all supported systems and technologies. Propose and implement operational improvements to enhance support services. Create and maintain documentation for support procedures and standard operations. To join our band, you'll need the following experience:

Experience & Qualifications:

High School Diploma or GED (required). Minimum of 4 years of relevant work experience. Advanced understanding of computers and technology. Industry certifications such as A+ or Microsoft credentials are a plus.

Core Competencies:

Analytical Skills:

Able to extract insights from data to enhance business performance.

Collaboration:

Works effectively across teams; capable of mentoring peers and building team capability.

Customer Focus:

Prioritizes the end-user experience and builds trust-based relationships.

Interpersonal Communication:

Communicates clearly and respectfully across diverse audiences and formats.

Initiative:

Proactively addresses problems with a focus on continuous improvement.

Organizational Skills:

Manages time, resources, and priorities with attention to detail and timely execution.

Performance Management:

Committed to developing capabilities to meet team and individual goals.

Technology Skills:

Proficient in navigating systems, hardware, and software necessary for business operations.

Pay Rate:

$45,000 - $75,000/yr. dependent on background and experience.

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? 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. This position is 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. 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. All employment decisions are based on valid job‐related requirements. If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email to .