IT Help Desk Analyst (FT)

Company Details


Position Summary:

This Position Is In Sylmar, CA (It is not Remotely)

Provide technical support to Vallarta Stores, Corporate, and Warehouse users 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 with customers. The goal is to create value for our customers that will help preserve Vallarta Supermarket’s 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 the 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, or 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, procedures, 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 is preferred but not required.
  • Type a minimum of 45 WPM.
  • Demonstrate patience, flexibility, and a 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.


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