Specialist IT I (Onsite - Seattle, WA)

Signet Jewelers Limited; Akron (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) matching

Generous time off

Merchandise discount

Learning & Development

Job summary

Signet Jewelers Limited seeks a Tier 1 Service Desk Specialist in Seattle, WA to provide first-line IT support for hardware, software, and network issues. You will answer calls, log tickets, and guide users through troubleshooting steps, escalating when needed.

You should have a high school diploma or equivalent, 0–2 years in tech support, and familiarity with Windows, macOS, and Office 365. Certification is a plus; onsite work schedule applies.

Qualifications

• High school diploma or equivalent required.
• 0–2 years in a technical support or customer service role.
• Familiarity with Windows, macOS, and Office 365.

Responsibilities

• 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.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support.
• 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.

Skills

Basic troubleshooting

Windows

macOS

Office 365

Ticketing systems

Education

High school diploma or equivalent

Tools

Ticketing systems

Job description

We have many opportunities available on our other career site pages. Click here to link to our careers page!Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!Specialist IT ILocation: Seattle, WAFull time Onsite, Monday – Friday, 7 am – 4 pm PSTPOSITION 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 escalate 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 ManagementAnswer 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 & TrainingGuide 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.Documentation, Security, Collaboration & ProjectsDocument 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:Competitive healthcare, dental & vision insurance401(k) matching after one year of employmentGenerous time off + company holidaysMerchandise discountLearning & Development programsMuch more!