Specialist IT I (Onsite - Seattle, WA)

Signet Jewelers; Akron (OH); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Healthcare

401(k) matching

Generous PTO

Merchandise discount

Learning & Development

Job summary

Signet Jewelers in Seattle, WA is seeking a Tier 1 Service Desk Specialist to provide first‑line IT support for hardware, software and network issues, guiding users through troubleshooting steps and updating KBAs. You will log and triage tickets, escalate unresolved problems to Tier 2/3, assist with security measures, and collaborate with IT teams on routine tasks while maintaining accurate documentation.

This onsite, Monday–Friday role supports a 7 am–4 pm PST schedule and offers benefits and a

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 Windows, macOS, and Office 365.
• Experience with ticketing systems preferred.

Responsibilities

• Answer Service Desk calls from corporate 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 procedures.
• 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).
• Promote effective use of IT resources to improve productivity.
• Document incident resolutions in tickets and KBAs.
• Assist with basic IT security measures.
• 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.
• Attendance is an essential function of this job.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Attention to detail

Education

High School Diploma or equivalent

CompTIA IT Fundamentals

CompTIA A+

Tools

Windows

macOS

Office 365

Ticketing systems

Basic networking

Job description

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 I

Location: Seattle, WA

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 elevate 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.

Documentation, Security, Collaboration & Projects

• 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:

• Competitive healthcare, dental & vision insurance
• 401(k) matching after one year of employment
• Generous time off + company holidays
• Merchandise discount
• Learning & Development programs
• Much more!