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Technician II, IT Support

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Job ID: 13524
Job Type: Full-time
Location: Westlake Village, CA
Date Posted: Aug 15, 2023

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Job Description

Position Summary: Technician II, IT Support Services

Do you love music? Do you believe in the power of music to bring people together? If you do, and you want to be a key player in an organization whose purpose is to fill the world with more music and to develop generations of new musicians, then we have a position where you can find your sound.

The Level II Support Services Technician acts as the primary point of contact responsible for delivering first and second-level support to Guitar Center retail locations and field personnel who experience procedural or operating difficulty with the use of common systems, services, and applications.

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

  • Participate in the design, management, and documentation of networking, systems, and campus-wide technical initiatives which may affect multiple (or all) departments.
  • Collaborate in handling advanced help desk support issues.
  • Use JAMF Pro to efficiently manage, inventory, and configure Apple Macs.
  • Build service relationships with internal constituents; develop and maintain excellent working relationships with other departments across the organization, ensuring the IT department is well received and consistently represents professional standards and deliverables.
  • Help recommend systems, processes, and procedures to ensure effective monitoring, control, and support of service delivery; maintain a thorough understanding of all organizational standards, policies, procedures, and guidelines.
  • Assist the user community with IT best practices.
  • Perform after-hours on-call support as needed to ensure 24/7 coverage.
  • Assist with IT-related documentation/document preparation and processing as needed.
  • 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.

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

  • A minimum of three to five years of hands-on IT helpdesk and/or infrastructure experience covering multiple platforms, including at least macOS and Microsoft Windows.
  • Must have experience with the MDM software, Jamf Pro (formerly Casper).
  • Direct knowledge of and experience with macOS and Microsoft Windows applications and operating systems; and configuring, troubleshooting, and repairing software and hardware in an enterprise IT environment
  • Experience with cloud services, specifically Microsoft Azure, is a plus.
  • Successful track record in project-based work, including the ability to meet tight deadlines and prioritize competing demands based on needs assessment.
  • A champion for exceptional customer service to provide solutions to technological and operational issues and concerns for the enterprise; demonstrated ability to provide end-users with best-in-class service and timely creative solutions.
  • Strong time-management, organizational, and multi-tasking skills, coupled with the ability to work independently and with minimal supervision while also contributing to a high functioning team.
  • Exceptionally detail-oriented with the ability to take initiative on handling issues and assignments and competently communicate results and next steps.
  • Excellent oral and written communication skills.
  • Strong diplomacy skills and professionalism are mandatory; this includes the ability to maintain complete confidentiality and discretion at all times.
  • Ability to work calmly under pressure.
  • Personal integrity and the ability to inspire confidence and trust.

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 [email protected].

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