Job description

Title: Help Desk Analyst

Classification: Non-Exempt

Reports To: Help Desk Manager

Pay scale: $24.00 - $27.00

The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors.

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.

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 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

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

Vallarta Supermarkets is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities, and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Vallarta Supermarkets participates in the E-verify program.

Job Type: Full-time

Pay: $24.00 - $27.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Weekend availability

Work Location: One location

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