Help Desk Specialist

Leslie’s Poolmart Inc is seeking a Help Desk Specialist to provide day-to-day technical support for its network of retail stores and end users. This hybrid role in Phoenix, Arizona, partners you with the IT team to log, prioritize, and resolve issues, while you manage a high volume of requests and steadily expand your technical know-how.

Responsibilities

• Provide consistent, high-quality customer support by staying available for inbound calls at 90% or higher of scheduled time.
• Log, prioritize, and track help desk tickets accurately in the ticketing system.
• Monitor active work orders and ensure prompt follow-up and timely resolution.
• Troubleshoot retail store issues, including POS hardware/software, polling, and WAN connectivity.
• Diagnose and fix problems with phone lines, wiring, and in-store music systems.
• Assist with new store deployments, including configuring POS and initial polling setup.
• Process a high volume of work orders, totaling 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 updated support procedures.

Requirements

• 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.

Technologies

• Microsoft Office (Outlook, Excel, Word, PowerPoint, Access)
• POS systems
• WAN
• VPN

Benefits

• Comprehensive medical, pharmacy, dental, and vision plan options.
• Health savings account (with enrollment in the high deductible health plan option).
• Health and 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.
• Pre-tax and Roth 401(k) with company match.
• Paid vacation, sick, and bereavement leave.
• Paid holidays, including a floating personal day.
• Employee assistance and wellness programs.
• Earned Wage access, allowing early access to a portion of earned wages before payday.
• Product discounts at Leslie’s Retail stores.