Help Desk Specialist

• Diagnosing and resolving technical issues from first report through final fix - owning the full problem lifecycle.
• Maintaining systems and tools that help an entire company run smoothly.
• Developing deep expertise in tools like Microsoft 365, Intune, and Azure - and becoming the go-to resource for the team., Retail Success is seeking a Help Desk Specialist to join our 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.

Why is this a great opportunity for you?

• At a company of our size, you’ll be a visible, valued contributor from day one - not a ticket queue in a large IT department.
• You’ll work closely with teams across the business - including software development, infrastructure, and operations - in an environment where IT is genuinely seen as integral to how we operate, * 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.

Do you have experience in macOS administration?, Do you have a High school diploma or GED?, * High School Diploma or equivalent and at least one relevant certification required; Associate’s degree or higher in Information Technology, Computer Science, Computer Information Systems, or related field and/or additional related certifications a plus.

• Minimum of 1-2 years of experience in a help desk, desktop support, technical support, or IT service-desk role required.

Required Technical Skills:

• 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.

Desired Technical Skills:

• Experience with Microsoft Intune preferred.
• Services - Administration of Microsoft 365 and Azure Active Directory.
• Operating Systems - Administration of Windows Server (2019/2022), Windows 10/11, MacOS. Familiarity with Linux a plus.
• Networking - Understanding TCP/IP, DNS, DHCP, VPN, and basic network troubleshooting.
• Scripting - Exposure to PowerShell or Bash for automation and administrative tasks. Experience with virtualization environments (Proxmox, Hyper-V, VMWare, etc.) a plus., * Customer Service Focus - Patient, responsive, and professional when assisting end users of all technical backgrounds.
• Analytical Problem Solving - Ability to systematically diagnose issues and identify root causes.
• Attention to Detail - Precise in documentation, configuration, and security-related tasks.
• Communication - Clear written and verbal communication with both technical and non-technical audiences.
• Adaptability - Comfortable managing competing priorities and shifting requirements in a dynamic environment while moving each project to completion efficiently.
• Teamwork & Collaboration - Works effectively within cross-functional teams.
• Continuous Learning - Self-motivated to stay current with evolving technologies and IT best practices.
• Integrity & Confidentiality - handles sensitive data and system access with professionalism and discretion.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, * Our tech stack gives you the chance to work with and grow expertise in Microsoft 365, Azure, and Intune - tools that are highly marketable and widely used.
• In addition to our fun and collaborative work culture, we offer comprehensive health, dental, vision, disability, life insurance, 401(k), and Paid Time Off.
• Annual salary of $50-65k, based on education and amount of related experience.

Work Location & Schedule:

• This is a full-time onsite role in Overland Park, KS. Occasional remote work may be considered based on performance and business need.
• Candidates must live in the Kansas City metro area or be willing to relocate before starting employment.
• Availability for after hours, on-call support for network emergencies is required.

This is a W-2 position. Applicants must have work authorization that does not now or in the future require sponsorship for employment authorization (such as an H-1B, O-1, or other employment-based visa) to continue working in the United States.