Help Desk Specialist

Leslie's•Phoenix, AZ

8h•Hybrid

About The Position

Leslie's is the largest and most trusted direct-to-consumer brand in the U.S. pool and spa care industry, operating an integrated ecosystem of 900+ retail locations, backyard service and repair, a robust digital platform, and manufacturing and distribution divisions across 35+ states. 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. This position is based at their 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.

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
Strong communication, problem-solving, and customer service skills

Nice To Haves

Experience supporting or working with retail POS systems is a plus

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

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.
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.