Help Desk Specialist (level 2)

Description DIVE IN TO A NEW CAREER WITH LESLIE'S: Founded in 1963, Leslie's is the largest and most trusted direct-to-consumer brand in the U.S. pool and spa care industry. We serve the aftermarket needs of residential and professional consumers with an extensive and largely exclusive assortment of essential pool and spa care products. We operate an integrated ecosystem of 900+ retail locations, backyard service and repair, a robust digital platform, and manufacturing and distribution divisions across 35+ states—enabling consumers to engage with Leslie’s whenever, wherever, and however they prefer to shop. With over 60 years of providing 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. This position is not open to agency submissions. This position is based at our corporate office in Phoenix, AZ, and follows a hybrid work schedule. Remote work is not available for this role. Candidates must reside within commuting distance, as relocation assistance is not provided. Additionally, applicants must be authorized to work in the United States without the need for current or future employer-sponsored visa support. 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 Monitor open work orders and ensure timely follow-up and resolution Troubleshoot retail store issues, including POS hardware/software, polling, and WAN connectivity Diagnose and resolve phone line, wiring, and in-store music system issues Support new store setups, including POS configuration and initial polling 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 Leslie's provides a robust benefits package, including: 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. 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 is available, allowing early access to a portion of your earned wages before payday. Product discounts at Leslie’s Retail stores. Leslie’s recognizes a critical component to our continued success is our people.   Leslie’s is proud to have a culture of inclusion that seeks to celebrate and embrace the different backgrounds and perspectives that help drive our success and support team members in developing and growing with us. We aim to create a workplace where all team members feel welcomed and valued and inspire each other every day.