IT Help Desk Analyst

Title: Help Desk Analyst
Classification: Non-Exempt
Reports To: Help Desk Manager
Pay scale: $24.00 - $27.00

The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors.

Job Description:
Position Summary:

• Provide technical support to Vallarta Stores, Corporate and Warehouse user that relate to IT hardware and various applications.
• Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
• They must also be customer-oriented and patient to deal customers.
• The goal is to create value for our customer that will help preserve Vallarta Supermarkets core values.

General Duties and Responsibilities:

• Resolve customer issues, providing superior customer service to ensure satisfied customers.
• Utilize resourcefulness to resolve outstanding customer questions and/or issues.
• Provide level 1 & 2 support for all store hardware/applications issues.
• Provide level 1 & 2 support for all corporate and warehouse desktop hardware/software issues with off the shelf software such as Microsoft suites, AS/400, Vocollect and OnBase systems.
• Log all Help Desk interactions into ServiceNow Express ticketing system.
• Make appropriate and thorough updates to ServiceNow Express incidents.
• Perform hardware and software installation.
• Can multi-task and meet deadlines.
• Demonstrates a sense of urgency.
• Stay current with system information, changes, and updates.
• Ability to escalate issues when needed to proper level 3 or vendors.
• 80% of his duties will be at the desk answering calls and emails.
• Respond to requests for technical assistance in person, via phone, electronically.
• Research questions using available information resources.
• Advise user on appropriate action.
• Identify and escalate situations requiring urgent attention.
• Prepare project activity reports.
• Keep management informed of recurring problems.
• Stay current with system information, changes, and updates.
• Follow Vallarta IT standards, procedure and security policies.

Knowledge and Skills:

• 1 - 3 Years of Help Desk support experience in a fast-paced office setting.
• Excellent troubleshooting skills.
• Excellent communication skills.
• Ability to multi-task and prioritize.
• Bilingual Spanish preferred but not required.
• Type a minimum of 45 WPM.
• Demonstrate patience, flexibility and positive attitude.
• Strong organizational and follow-up skills.
• High attention to detail.
• Customer service oriented.
• A+ certification preferred.

Physical Demands:

• May also have to do some light lifting of supplies and materials from time to time.

Position Type/Expected Hours of Work:

• This is a non-exempt level position, must be able to work weekends as needed.

Required Education and Experience:

• 1-3 years of relevant work experience.

This job description is not intended to be all-inclusive and employees may perform other duties as directed. All employees are expected to perform any reasonable task or request that is consistent with fulfilling company goals and objectives.

Vallarta Supermarkets is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities, and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Vallarta Supermarkets participates in the E-verify program.

As of 2022, Vallarta counts on 53 stores throughout California (Ventura, Los Angeles, San Bernardino, Riverside, Kern, San Diego, Santa Barbara, Tulare, Orange, and Fresno counties), and more than 8,000 team members. The Gonzalez family promises to continue to strive for excellence in everything we do so that our valued customers always have a Vallarta supermarket to call their own.From one small carnicería in Van Nuys in 1985 to 53 full-service markets across California, Vallarta Supermarkets is a living, breathing tribute to the hard work and customer dedication of our founding family and all of our valued employees.Vallarta Supermarkets was founded by Enrique Gonzalez Sr., who was later joined in the business by his four brothers, his son and nephew. Their family roots and humble origins began in the tiny town of Jalostotitlán, Jalisco, Mexico, where Enrique and his brothers were raised on a meager farm. Their parents instilled in them at very young ages the importance of family and the power of a strong work ethic to overcome challenges.When the opportunity arose to immigrate in the 1960’s, the Gonzalez family was thankful to stake their claim in the “land of opportunity,” the United States of America. Right away, the five brothers got to work in restaurants, either as short-order cooks or bussing tables. Even though some of the brothers were still in school, they all worked to help the family make ends meet.In 1985, Enrique Gonzalez Sr. began his journey in the grocery business when he opened Carniceria Vallarta in a 1,000 sq. ft market in Van Nuys, CA. He focused on selling the traditional cuts of meats popular in his native Mexico with an emphasis on unequaled quality and the friendliest of customer service. He soon expanded the business to a second location and brought his four brothers into the business. From there the adventure truly began, as they worked together as a family to build both a reputation for excellence and a successful business.The Gonzalez brothers believed that the key to Vallarta’s success would be to combine elevated customer service with the highest quality products to serve the growing Hispanic community whose needs may not be addressed by big chain stores.That’s why, from the beginning, Vallarta Supermarkets offered a wider variety of the freshest, traditional foods from Mexico, and Central and South America than any other store. They offered specialty and traditional items customers couldn’t find anywhere else: cut-to-order Latin-style meats (ranchera, diesmillo, lomo de res), spices, fresh fruit and produce, delicious prepared foods, pan dulce made daily, plus everything else you would expect from a traditional grocery store. Fast forward to today where Vallarta has expanded its offerings to include a juice and aquas frescas bar, tortilleria, bakery (panaderia), a cevicheria and more.