Help Desk Specialist

Job Overview

The Help Desk Specialist provides day-to-day technical support to retail stores and end users, ensuring timely issue resolution and an exceptional customer experience. This role is responsible for logging, prioritizing, and tracking help desk requests, troubleshooting technical issues, and collaborating with IT team members to support ongoing operations.

Responsibilities

• Deliver outstanding customer service by maintaining high availability for inbound support calls (90%+ of scheduled phone time)
• Accurately log, prioritize, and track help desk requests in the ticketing system
• Maintain efficiency by completing a high volume of work orders (2,500+ annually)
• Continuously expand technical knowledge, including Level 2 support tasks and PC troubleshooting
• Collaborate with senior help desk staff to learn and apply new support procedures

Qualifications

• 2+ years of experience in an IT Help Desk or technical support environment
• 1-2 years of experience with Microsoft Office (Outlook, Excel, Word, PowerPoint, Access)
• Experience supporting remote users in WAN/VPN environments
• Strong foundational PC troubleshooting skills
• Experience supporting or working with retail POS systems is a plus
• Strong communication, problem-solving, and customer service skills

Benefits

• Comprehensive medical, pharmacy, dental, & vision plan options
• Health savings account (with enrollment in the high deductible health plan option)
• Health & dependent care flexible spending accounts
• Company-paid basic life and AD&D insurance
• Voluntary supplemental life insurance
• Company-paid short-term disability and voluntary long-term disability insurance
• Earned Wage access is available, allowing early access to a portion of your earned wages before payday
• Product discounts at Leslie’s Retail stores