Specialist IT I (Onsite - Seattle, WA)

Signet Jewelers Limited; Cleveland (OH); Sur place; USD 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Healthcare, dental & vision insurance

401(k) matching after one year

Generous time off + holidays

Merchandise discount

Learning & Development programs

Résumé du poste

Signet Jewelers Limited is seeking a Tier 1 Service Desk Specialist to provide first-line technical support across the organization. You will handle basic hardware, software, and network issues, log incidents in our ticketing system, and guide users through standard troubleshooting steps and KBAs.

The role emphasizes accuracy in documentation, escalation when needed, and collaboration with IT teams on routine tasks. A high school diploma and relevant certifications boost your candidacy.

Qualifications

• High school diploma or equivalent.
• 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.

Responsabilités

• 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.

Connaissances

Basic troubleshooting

Problem-solving

Ticketing systems

Formation

High school diploma

CompTIA IT Fundamentals

A+ Certification

Outils

Windows

macOS

Office 365

Description du poste

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 escalation 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!