Help Desk Specialist
About The Position
Retail Success is seeking a Help Desk Specialist to join their team in Overland Park, KS. This position is responsible for serving as the primary point of contact between staff and the IT department, delivering prompt, effective Tier 1 and 2 technical support across hardware, software, network, and access-related issues. This role manages the full incident lifecycle from intake through resolution or escalation, while also administering Microsoft 365 and Azure Active Directory, managing endpoint deployment and compliance through Microsoft Intune, and overseeing employee onboarding and offboarding processes. This is a hands-on role with broad visibility across the organization's technology environment. Retail Success is a business-to-business FinTech company based in Overland Park, Kansas. From marketing and loyalty to eCommerce and payments, our software solutions give retailers the power to connect and sell to the world. Our robust solutions include Retail Success custom software solutions, Wayroo, and ByDesign Software.
Requirements
- High School Diploma or equivalent and at least one relevant certification required
- Minimum of 1-2 years of experience in a help desk, desktop support, technical support, or IT service-desk role required.
- 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 user and account management concepts.
Nice To Haves
- Associate’s degree or higher in Information Technology, Computer Science, Computer Information Systems, or related field and/or additional related certifications a plus.
- Experience with Microsoft Intune preferred.
- Administration of Windows Server (2019/2022), Windows 10/11, MacOS.
- Familiarity with Linux a plus.
- Understanding TCP/IP, DNS, DHCP, VPN, and basic network troubleshooting.
- Exposure to PowerShell or Bash for automation and administrative tasks.
- Experience with virtualization environments (Proxmox, Hyper-V, VMWare, etc.) a plus.
Responsibilities
- Provides Tier 1 & 2 technical support for both hybrid and fully remote employees to resolve hardware, software, network, and access-related issues.
- Administer and manage Microsoft 365 and Azure Active Directory user accounts permission licensing and security policies
- Manage end-to-end onboarding and offboarding processes including provisioning access control and device assignment.
- Deploy and manage Windows endpoints using Microsoft Intune
- Configure and enforce device compliance policies, security baselines, and application deployments through Microsoft Intune.
- Configuring and maintaining all internal employee workstations and laptops.
- Perform endpoint lifecycle management including imaging configuration deployment and hardware refresh coordination.
- Maintain asset inventory systems to track laptops, monitors, docking stations and peripheral equipment.
- Manage and troubleshoot company internet services and general network connectivity issues.
- Develop and maintain IT documentation, standard operating procedures (SOPs), and troubleshooting guides on Confluence.
- Availability for after hours, on-call support for network emergencies is required.
Benefits
- comprehensive health, dental, vision, disability, life insurance, 401(k), and Paid Time Off.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
