Help Desk Specialist (level 2)

Leslie's; Phoenix (AZ); On-site; USD 46,000 - 62,000; Full time

Benefits offered by this job

Comprehensive medical, dental, &vision

Health savings account

Flexible spending accounts

Company-paid life & AD&D

Voluntary life insurance

Short-term & long-term disability

401(k) with company match

Paid vacation, sick, bereavement

Paid holidays & personal day

Employee assistance & wellness

Earned Wage Access

Product discounts

Job summary

Leslie’s is seeking a Help Desk Specialist for our Phoenix corporate office to provide day-to-day technical support for retail stores and end users, logging and prioritizing requests, and collaborating with IT teammates to keep operations running smoothly.

With 2+ years in IT help desk, you’ll troubleshoot POS hardware/software, WAN connectivity, and PC issues, while delivering outstanding customer service and learning advanced support procedures.

Qualifications

• 2+ years of experience in an IT Help Desk or technical support environment.
• 1-2 years of experience with Microsoft Office applications.
• Experience supporting remote users in WAN/VPN environments.
• Strong foundational PC troubleshooting skills.
• Experience supporting retail POS systems is a plus.
• Strong communication, problem-solving, and customer service skills.

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

Skills

IT Help Desk / technical support

Microsoft Office

WAN / VPN support

PC troubleshooting

Retail POS experience

Customer service skills

Tools

POS systems

Job description

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 an onsite 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

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.

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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.