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Job you are applying for:

IT Help Desk Analyst

at the following location(s):

Sylmar - Corporate Office - Sylmar, CA

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Description:

Help Desk Analyst Classification: Non-Exempt Reports to: Help Desk Manager 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. ESSENTIAL JOB FUNCTIONS, 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

Requirements:

Required Education and Experience • 1-3 years of relevant work experience

Additional Info:

Position Type/Expected Hours of Work This is a non-exempt level position, must be able to work weekends as needed.