Helpdesk Administrator
Kelli's
- Location
- Onsite (Coppell, TX)
- Employment
- Full-time
- Level
- Mid Level
About the Role
Kelli's is a national wholesale distributor serving specialty gift shops. The Helpdesk Administrator provides on-site IT support for corporate, retail, and warehouse locations, managing Microsoft 365, POS systems, and network infrastructure.
Skills
Full job details
Description
Kelli’s is looking for a hands-on Helpdesk Administrator to provide technology support across our corporate office, distribution center, and retail locations. This role is responsible for resolving day-to-day technology issues, supporting POS systems and endpoints, administering Microsoft 365, and helping prepare technology for new store openings. This position is based on-site Monday-Friday.
What You'll Do
- Serve as the first point of contact for IT support requests and manage the service desk ticket queue.
- Troubleshoot NCR Counterpoint POS systems, registers, payment terminals, printers, scanners, and other peripherals.
- Support Windows endpoints, imaging, deployment, patching, and equipment refreshes.
- Perform day-to-day administration of Microsoft 365, Entra ID, Exchange Online, SharePoint, and Teams.
- Support employee onboarding and offboarding, including accounts, access, and equipment.
- Troubleshoot network, wireless, connectivity, and printing issues.
- Maintain IT asset inventory, equipment, licenses, warranties, and related records.
- Support warehouse technology, including handheld devices, barcode scanners, and label printers.
- Build, configure, and ship technology for new store openings and provide on-site installation support.
- Maintain IT documentation and knowledge base articles and document work in Jira.
- Assist with IT security, PCI DSS, patching, MFA, and compliance-related activities.
- Escalate complex technical issues and follow through to resolution.
Requirements
What We're Looking For
- 2+ years of hands-on IT support or service desk experience.
- Experience supporting users across multiple locations.
- Experience with Windows 10/11, Microsoft 365, Active Directory and/or Entra ID.
- Knowledge of basic networking, including TCP/IP, DNS, DHCP, wireless, and VPN.
- Experience with ticketing systems and strong documentation skills.
- Retail POS experience required; NCR Counterpoint strongly preferred.
- Experience with payment terminals and familiarity with PCI DSS requirements.
- Strong troubleshooting, communication, organization, and follow-through skills.
- Valid driver’s license and ability to travel approximately 10–15%.
- Ability to occasionally work evenings or weekends for store openings or installations.
- Ability to lift and position equipment weighing up to 50 pounds.
Preferred: Jira/Confluence, RMM platforms, warehouse technology, new-store openings, healthcare/hospital environments, IT certifications, or an IT-related degree.
Why Join Kelli’s?
This is a hands-on opportunity to work across retail technology, POS systems, Microsoft 365, endpoints, warehouse technology, and new store deployments while supporting a growing organization.
Kelli’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.