Help Desk Specialist

Job DescriptionJob DescriptionDIVE IN TO A NEW CAREER WITH LESLIE'S: Leslie’s Pool Supplies is the “World’s Largest Retailer of Swimming Pool Supplies.” With over 1,000 retail stores in 39 states plus Pro, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie’s. With over 60 years of providing the best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our team members feel valued and are enthusiastic about the contributions they make to the success of Leslie’s.Note: This position is based at our corporate office in Phoenix, AZ, and follows a hybrid work schedule. Additionally, applicants must be authorized to work in the United States without the need for current or future employer-sponsored visa support.This position is not open to agency submissions.Job Overview:Provide daily help desk support for stores and end users with a focus on providing outstanding customer service. Log help desk requests into tracking system as reported by end users, assign those requests to I.T. staff based on priority, and monitor status of open work orders. Work with retail stores to resolve polling issues, including basic POS hardware and software troubleshooting as well as Store WAN connectivity troubleshooting. Troubleshoot and resolve phone line, wiring, and music issues for retail stores. Work with more senior help desk staff to learn new support procedures and apply them to the issue at hand.Responsibilities:Provide outstanding customer service to stores and end users by being available for inbound calls for at least 90% of your scheduled phone time each day.Promptly and punctually begin each workday at the scheduled time by activating the help desk phone system and returning/logging after hours voicemails.Further increase customer service by consistently logging work orders, specifically in the following scenarios: Calls or walk up requests that are completed immediately.When checking voicemails, for any issue that will require follow up.Calls or walk up requests that will require follow up in order to complete.Maintain a high level of efficiency by completing 2500 or more work orders.Increase job knowledge through continued learning in Level 2 tasks such as high-level Store POS Support, basic-moderate PC troubleshooting.Provide basic support for New Store setups, including setting stores up in the polling server, assisting over the phone with first time POS setups, and polling stores for the first time.Qualifications:2 years of experience working in an IT Help Desk environment.1-2 years of experience with Microsoft Office (Outlook, Access, Excel, Word, and PowerPoint).1-2 years of experience supporting remote users in a WAN and VPN environment.Basic PC knowledge in order to correctly log and assign help desk requests.Experience with operating or supporting retail point of sale systems is a plus.Leslie's provides a robust benefits package, including:Comprehensive medical, pharmacy, dental, & vision plan optionsHealth savings account (with enrollment in the high deductible health plan option)Health & dependent care flexible spending accountsCompany-paid basic life insuranceVoluntary supplemental life insuranceCompany-paid short-term disability and long-term disability insurancePre-tax and Roth 401(k) with company matchPaid sick and bereavement leave10 paid holidays, including a floating personal dayEmployee assistance and wellness programsFree onsite health clinicHybrid work scheduleProduct discounts at Leslie’s Retail storesLeslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.