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IT Help Desk Lead Analyst

at the following location(s):

Sylmar - Corporate Office - Sylmar, CA

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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.


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.