IT Help Desk Analyst

Vallarta Supermarkets • Santa Clarita, CA

68d • $24 - $27

About The Position

The IT Help Desk Analyst will provide technical support to Vallarta Stores, Corporate, and Warehouse users related to IT hardware and various applications. The role requires good technical knowledge and effective communication skills to understand problems and explain solutions. The analyst must be customer-oriented and patient to deal with customers, aiming to create value that helps preserve Vallarta Supermarkets' core values.

Requirements

• 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

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
• 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
• Follow Vallarta IT standards, procedure and security policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food and Beverage Retailers
• Number of Employees: 5,001-10,000 employees