Information Technology Specialist

Signet Jewelers; Seattle (WA); Sur place; USD 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

Healthcare and dental insurance

401(k) with matching

Paid time off and holidays

Employee discounts

Learning & development programs

Résumé du poste

Signet Jewelers in Seattle is seeking a Tier 1 Service Desk Specialist to provide first-line IT support across the organization. You will handle basic hardware, software, and network issues, answer calls, log tickets, and guide users through troubleshooting steps.

You will reference KBAs and escalate when needed, while helping maintain accurate knowledge bases. The role requires a high school diploma and 0–2 years in tech support; CompTIA IT Fundamentals or A+ are a plus.

Qualifications

• High school diploma or equivalent required.
• Technical certifications (e.g., CompTIA IT Fundamentals, A+) are a plus.
• 0–2 years of experience in technical support or customer service.
• Basic troubleshooting and problem‑solving skills.
• Familiarity with Windows, macOS, and Office 365.

Responsabilités

• Answer Service Desk calls from end users.
• Provide Tier 1 support for basic hardware, software, and network issues.
• Log and track incidents and requests using the ticketing system.
• Follow standard troubleshooting steps and escalate when needed.
• Guide users through IT processes and maintain KBAs.

Connaissances

Basic troubleshooting

Problem solving

Customer service

Team collaboration

Formation

High school diploma or equivalent

CompTIA IT Fundamentals

CompTIA A+

Outils

Windows

macOS

Office 365

Ticketing system

Description du poste

Full time Onsite, Monday – Friday, 7 am – 4 pm PST

POSITION SUMMARY:

The Tier 1 Service Desk Specialist provides first-line technical support to users across the organization, focusing on resolving basic hardware, software, access and network issues. This role is responsible for answering support calls, logging and triaging tickets, and assisting users with troubleshooting technical issues. The Tier 1 Service Desk Specialist will guide users through standard troubleshooting steps, reference and direct users to Knowledge Base Articles (KBAs), and escalates issues as needed when they cannot be resolved at first contact. The role is also responsible for helping maintain KBA accuracy and creating or updating KBAs when new or repeatable issues are identified.

RESPONSIBILITIES:

Technical Support & System Management

• Answer Service Desk calls from corporate end users.
• Provide Tier 1 support for basic hardware, software, and network issues (e.g., password resets, printer problems, connectivity).
• Log and track incidents and requests using the ticketing system, ensuring accurate documentation.
• Follow standard troubleshooting steps and procedures.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support.

User Assistance & Training

• Guide end users through basic IT processes and troubleshooting steps.
• Maintain and update self-service knowledge base articles (KBAs) for common issues.
• Promote effective use of IT resources to improve productivity.
• Document incident resolutions in tickets and KBAs.
• Assist with basic IT security measures (e.g., verifying user identity).
• Collaborate with IT teams on routine tasks and minor projects.
• Support inventory management for hardware and software assets.
• Performs additional duties and projects as assigned.
• Consistent regular scheduled attendance is considered an essential function of this job.

POSITION QUALIFICATIONS:

• High school diploma or equivalent required.
• Technical certifications (e.g., CompTIA IT Fundamentals, A+) are a plus.
• 0–2 years of experience in a technical support or customer service role.
• Basic troubleshooting and problem-solving skills.
• Familiarity with computer hardware, networking, and software (Windows, macOS, Office 365).
• Experience with ticketing systems preferred.

BENEFITS & PERKS:

• Comprehensive healthcare, dental, and vision insurance to keep you and your family covered that is active on day 1 of employment
• Generous 401(k) matching after just one year to help secure your financial future
• Ample paid time off, plus seven holidays to recharge and unwind
• Exclusive discounts on premium merchandise just for you
• Dynamic Learning & Development programs to support your growth