Getting Started

Job you are applying for:

IT Help Desk Lead Analyst

at the following location(s):

Sylmar - Corporate Office - Sylmar, CA

Resume Application
View Job Description - IT Help Desk Lead Analyst
Description:

Title: Help Desk Lead Analyst Classification: Non-exempt Reports To: Help Desk Manager Job Description The Helpdesk Lead is responsible for providing professional and efficient help desk support. A strong customer service mindset is the key to succeeding in this role. This hand on team lead will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT Help Desk team. The position requires significant cross functional interaction with information technology, project management, and development team at Vallarta Supermarkets. Provide technical support to Vallarta Supermarkets 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. Responsibilities and Duties: • Support help desk technicians and delegate workflow • Assist with prioritizing incidents and providing updates to users • Maintain and repair desktops, laptops, workstations, and servers • Administration of Active Directory system and Office 365 • Basic network troubleshooting • Manage customer support incidents daily including, isolating and diagnosing the problem, and resolving issues • Monitoring ServiceNow support queue, make sure incidents are updated daily • Develops creative solutions to ongoing issues; looks for ways to optimize and enhance IT services • Travel between remote sites to provide software and hardware support • Maintains current subject matter knowledge through continuing education and certifications • Works with other departments on projects, training and support • Attends and participates in routinely scheduled staff meetings • 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 • Make appropriate and thorough updates to ServiceNow incidents • Perform hardware and software installation • 80% 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 and advise user on appropriate action • Identify and escalate situations requiring urgent attention • Prepare project activity reports • Keep management informed of recurring problems • Follow Vallarta IT standards, procedure and security policies Knowledge and Skills: • Strong written and verbal communication • Ability to build strong relationships with coworkers and members of operational teams • Ability to quickly grasp and solve complex problems; deal with and manage change in a fluid environment • Prioritize multiple competing projects and initiatives and focus resources in line with such priorities • Bilingual Spanish preferred but not required • Demonstrate patience, flexibility and positive attitude • Stay current with system information, changes, and updates • Strong follow-up skills • High attention to detail • Customer service oriented • Basic knowledge of mobile device mgmt. tools and software • Ability to escalate issues when needed to proper level 3 or vendors • Manage a multiple requests and situations at one time or simultaneously 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.

Requirements:

Required Education and Experience: • High School Diploma • At least 4 Years of Help Desk support experience in a fast-paced office setting • At least 2 years of documented Helpdesk Team Lead Experience • Solid technical understanding of Windows 10, Microsoft Office, and Office365 applications • Networking experience including a demonstrated understanding of VPN, LAN, WAN, and wireless • A+ certification preferred

Additional Info:

Physical Demands • Will be required to spend long hours sitting and using office equipment and computers • Travel 30% • May also have to do some lifting of supplies and materials from time to time up to 50lbs to 100lbs Position Type/Expected Hours of Work This is a non-exempt level position, Monday – Sunday, (flexible schedule) must be able to work weekends as needed. California Consumer Privacy Act (“CCPA”) Notice to Applicants This notice explains to you, pursuant to the California Consumer Privacy Act (“CCPA”), how Vallarta Supermarkets (“Vallarta,” “the Company,” “we,” “us,” and “our”) may collect your information in relation to your application for employment and potential employment with us. For purposes of this notice, “Personal Information” means information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular California resident or household, or as otherwise defined under the CCPA. “Personal Information” does not include certain information, including publicly available information lawfully made available from government records, deidentified or aggregate information, or other information excepted under the CCPA. Information We Collect about Applicants We need you to provide certain information in order for you to complete your application for employment with Vallarta. The following provides the categories of Personal Information we may collect about applicants as part of the application process, and/or our employees if ultimately hired. • Personal Identifiers. We may collect your name, driver’s license or state identification card number, passport number or other government identification number (including U.S. work authorization number), Social Security information, residence/postal address, email address(es), phone number(s), and other contact information during the application and recruitment process. We may collect your emergency contact information as well. If you are hired, we may collect additional personal identifiers about you to facilitate the employment relationship. • Characteristics of Protected Classifications under California or Federal law. We may collect your age, date of birth, race, ethnicity, sex/gender, and marital status. • Biometric Information. We may collect your fingerprints to facilitate the employment relationship, if you are hired. • Professional or Employment-Related Information. Depending on your role/duties with Vallarta, we may collect information regarding your criminal history, driving history, and credit history as part of our employment background check. We also collect information regarding your professional and employment history and other qualifications you provide in your employment application, including references, skills/abilities, employment goals and expectations, and other related information (if you choose to provide them). • Education Information. We collect information regarding your professional and education history to the extent provided in your resume/application. • Thermal or other Health-Related Information. If you apply in-person or come to our store(s) as part of the application process, we may need to take your temperature or other similar information as part of our health protection policies. However, this information is not retained. • Inferences. We gather information about your employment history with Vallarta, such as the company location/facility to which you are assigned, position and description of duties, fulltime and part-time status, pay rate, as well as descriptions about your job performance and skills. We may also draw other inferences such as your characteristics, job preferences, personal hobbies, activities, foreign language capabilities, other abilities and the like. Purposes for Collection of Your Personal Information We use the above categories of personal information for the following business purpose(s): • To make recruitment and employment decisions, including assessing your application and qualifications for employment with us. • To conduct and verify background checks (where applicable). • If hired, to facilitate onboarding, payroll, benefit, and leave of absence administration • For security purposes. • To obtain and/or maintain insurance policies and coverage. • To comply with applicable federal, state, and local laws and regulations. • To manage workers’ compensation claims and conduct workplace investigations. Third-Party Collection of Personal Information The Company may use third-party vendors, such as Snag-a-Job, to facilitate the application process for applicants. In this process, these third parties may collect an applicant’s personal information and provide it to us for employment decisions. Additional CCPA Disclosures At this time, the CCPA does not afford applicants or employees the right to make requests regarding their Personal Information as it relates to the application and/or employment relationship. This does not affect other rights you may have under other laws. Further, nothing in this notice restricts Vallarta’s rights or ability to: • Comply with applicable federal, state, and local laws and regulations. • Meet any other legal obligation, including complying with lawful inquiries, investigations, subpoenas, court orders, or other requirements of applicable lawful authorities. • Exercise its legal rights and defend claims. • Report potentially unlawful activity to appropriate law enforcement and cooperate in any resulting investigation. • Detect and respond to unauthorized activity and security incidents. • Protect against and report potential illegal activity and/or fraud; or • Provide information to our service providers in relation to the above listed purposes, or transfer information as part of a merger, acquisition, or other transfer of some or all of our business to another party. Contact Us For more information or any questions about this notice , please contact Human Resources, at 818-898-0088.