Specialist IT I (Onsite - Charlotte, NC)

We have many opportunities available on our other career site pages. Click here to link to our careers page!

At Diamonds Direct, we pride ourselves on finding talent with a certain set of characteristics, or what we call, RHINO’s. These are individuals with an unmatched work ethic, and are determined to do whatever it takes plus some. They are passionate about what they do and who they do it for, and always take ownership of their work by consistently charging forward. Most importantly, RHINO’s exhibit humility, as in order for the business to succeed here, it takes EVERYONE!

Do YOU have what it takes to be a Diamonds Direct RHINO??

Specialist IT I

Location: Charlotte, NC

Full time Onsite, Monday – Friday, 8 am – 5 pm EST

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 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 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!

Don't forget, we have many opportunities available on our other career site pages. Click here to link to our careers page!