Help Desk Specialist

Retail Success LLC seeks a dedicated Help Desk Specialist to deliver frontline IT support onsite in Overland Park, Kansas. This role covers hardware, software, network, and access issues for both hybrid and remote employees, with hands-on management of Microsoft 365, Azure Active Directory, and Intune along with end-to-end onboarding and offboarding.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for hybrid and remote staff to resolve hardware, software, network, and access-related issues.
• Administer Microsoft 365 and Azure Active Directory user accounts, including permissions, licensing, and security policies.
• Oversee onboarding and offboarding processes from provisioning access controls to device assignment.
• Deploy and manage Windows endpoints using Microsoft Intune.
• Configure device compliance policies, security baselines, and application deployments via Intune.
• Configure and maintain internal workstations and laptops for employees.
• Perform endpoint lifecycle management, including imaging, configuration, deployment, and hardware refresh coordination.
• Maintain asset inventories for laptops, monitors, docking stations, and peripheral equipment.
• Troubleshoot company internet services and general network connectivity issues.
• Develop IT documentation, SOPs, and troubleshooting guides in Confluence.
• Provide after hours on-call support for network emergencies as required.

Requirements

• High School Diploma or equivalent and at least one relevant certification.
• 1–2 years of experience in a help desk, desktop support, technical support, or IT service desk role.
• Working knowledge of Microsoft 365 end-user applications (Outlook, Teams, SharePoint, OneDrive).
• Ability to diagnose and resolve common Windows 11 and macOS issues.
• Working knowledge of Microsoft Azure and Active Directory user and account management concepts.

Technologies

• Microsoft 365, Intune, Azure Active Directory, Azure, Active Directory
• Windows 11, Windows 10/11, Windows Server (2019/2022), MacOS, Linux
• PowerShell, Bash, Proxmox, Hyper-V, VMware
• Confluence, Outlook, Teams, SharePoint, OneDrive

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• 401(k)
• Paid Time Off

Do You Enjoy?

• Diagnosing and resolving technical issues from first report through final fix, owning the full problem lifecycle.
• Maintaining systems and tools that enable the company to operate smoothly.
• Developing deep expertise in Microsoft 365, Intune, and Azure and serving as a trusted resource for the team.

Why Is This a Great Opportunity for You?

• You will be a visible, valued contributor from day one in a smaller IT team, not just a ticket in a large queue.
• You will collaborate with software development, infrastructure, and operations teams where IT is integral to operations.
• The role offers hands-on growth with Microsoft 365, Azure, and Intune, tools that are widely used in the industry.
• Comprehensive benefits including health, dental, vision, disability, life insurance, 401(k), and paid time off.
• Salary range is USD 50,000 to 65,000 annually, commensurate with education and related experience.

Work Location & Schedule

• Full-time onsite role in Overland Park, KS, with potential occasional remote work based on performance and business need.
• Candidates should reside in the Kansas City metro area or be willing to relocate prior to starting.
• Availability for after-hours on-call support for network emergencies is required.

Education & Experience

• High School Diploma or equivalent plus at least one relevant certification is required; an Associate degree or higher in IT or related fields and additional certifications are a plus.
• 1–2 years of experience in a help desk, desktop support, technical support, or IT service-desk role.

Required Technical Skills

• Working knowledge of Microsoft 365 end-user applications (Outlook, Teams, SharePoint, OneDrive).
• Demonstrated ability to diagnose and resolve common Windows 11 and macOS issues.
• Working knowledge of Microsoft Azure and Active Directory concepts.

Desired Technical Skills

• Experience with Microsoft Intune is preferred.
• Administration of Microsoft 365 and Azure Active Directory.
• Operating systems administration for Windows Server (2019/2022), Windows 10/11, MacOS; familiarity with Linux is a plus.
• Networking knowledge including TCP/IP, DNS, DHCP, VPN and basic troubleshooting.
• Scripting with PowerShell or Bash for automation; familiarity with virtualization (Proxmox, Hyper-V, VMware) is beneficial.

Other Competencies

• Customer service orientation with patience and professionalism for users of varying technical skill levels.
• Analytical problem solving to systematically diagnose issues and identify root causes.
• Attention to detail in documentation, configuration, and security tasks.
• Clear written and verbal communication for both technical and non-technical audiences.
• Adaptability to shifting priorities in a dynamic environment and ability to move projects to completion.
• Teamwork and collaboration across cross-functional teams.
• Commitment to continuous learning and staying current with evolving technologies and IT best practices.
• Integrity and confidentiality in handling sensitive data and system access.