IT Help Desk Analyst

Title: Help Desk Analyst

  Classification: Non-Exempt

  Reports To: Help Desk Manager

  Pay scale: $24.00 - $27.00

The compensation range provided complies 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:

Provides technical support to Vallarta Stores, Corporate, and Warehouse users for IT hardware and business applications. This role requires strong technical knowledge, effective communication skills, and a customer-focused mindset to diagnose issues and explain solutions clearly.

The goal is to deliver high-quality support that reinforces Vallarta Supermarkets’ core values and enhances the overall user experience.

General Duties and Responsibilities:

• Deliver excellent customer service by resolving technical issues in a timely and professional manner.
• Provide Level 1 and Level 2 support for store, corporate, and warehouse hardware and application issues.
• Support desktop hardware/software including Microsoft Office suite, AS/400, Vocollect, and OnBase systems.
• Log and track all Help Desk interactions in ServiceNow Express.
• Maintain accurate and detailed documentation of incidents and resolutions.
• Install, configure, and maintain hardware and software.
• Respond to technical support requests via phone, email, in person, or a ticketing system.
• Research and resolve technical issues using available resources.
• Escalate complex issues to Level 3 support or vendors as appropriate.
• Identify urgent issues and act with a strong sense of urgency.
• Maintain awareness of recurring issues and report trends to management.
• Prepare reports on project activities and system issues.
• Stay current with system updates, changes, and IT best practices.
• Follow Vallarta IT standards, procedures, and security policies.
• Effectively manage multiple tasks and meet deadlines.
• Assist with user onboarding and offboarding, including system access setup and deactivation.
• Support remote users and troubleshoot VPN/connectivity issues.
• Participate in IT projects such as system upgrades, rollouts, and migrations.
• Maintain asset inventory and track hardware lifecycle.

  Knowledge and Skills:

• 1–3 years of Help Desk or technical support experience in a fast-paced environment.
• Strong troubleshooting skills across hardware, software, and networking.
• Ability to test, repair, and service technical equipment.
• Strong communication skills with both technical and non‑technical users.
• Ability to use network diagnostic tools and software.
• Ability to multitask and prioritize effectively.
• Typing speed of at least 45 WPM.
• Strong customer service orientation.
• High attention to detail and organizational skills.
• Ability to remain patient, flexible, and positive under pressure.
• A+ certification preferred.
• Familiarity with ticketing systems (ServiceNow or similar platforms) is strongly preferred.
• Basic knowledge of networking concepts (IP, DNS, DHCP) preferred.
• Experience supporting retail or warehouse environments is a plus.

Required Education and Experience:

• 1–3 years of relevant work experience required.
• Associate degree or technical certification in IT or related field preferred.

Physical Demands:

• Must be able to lift to 60 lbs., utilizing a buddy system or proper lifting equipment at all times. 
• Require prolonged standing, walking, bending, and working in confined or tight spaces. 
• Ability to safely work on ladders or at elevated heights as needed.

Position Type/Expected Hours of Work

This position requires availability from Monday through Sunday on a flexible schedule. Must be able to work weekends and holidays as needed, as well as adjust hours based on call volume and operational demands.

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.

As of 2022, Vallarta counts on 53 stores throughout California (Ventura, Los Angeles, San Bernardino, Riverside, Kern, San Diego, Santa Barbara, Tulare, Orange, and Fresno counties), and more than 8,000 team members. The Gonzalez family promises to continue to strive for excellence in everything we do so that our valued customers always have a Vallarta supermarket to call their own.From one small carnicería in Van Nuys in 1985 to 53 full-service markets across California, Vallarta Supermarkets is a living, breathing tribute to the hard work and customer dedication of our founding family and all of our valued employees.Vallarta Supermarkets was founded by Enrique Gonzalez Sr., who was later joined in the business by his four brothers, his son and nephew. Their family roots and humble origins began in the tiny town of Jalostotitlán, Jalisco, Mexico, where Enrique and his brothers were raised on a meager farm. Their parents instilled in them at very young ages the importance of family and the power of a strong work ethic to overcome challenges.When the opportunity arose to immigrate in the 1960’s, the Gonzalez family was thankful to stake their claim in the “land of opportunity,” the United States of America. Right away, the five brothers got to work in restaurants, either as short-order cooks or bussing tables. Even though some of the brothers were still in school, they all worked to help the family make ends meet.In 1985, Enrique Gonzalez Sr. began his journey in the grocery business when he opened Carniceria Vallarta in a 1,000 sq. ft market in Van Nuys, CA. He focused on selling the traditional cuts of meats popular in his native Mexico with an emphasis on unequaled quality and the friendliest of customer service. He soon expanded the business to a second location and brought his four brothers into the business. From there the adventure truly began, as they worked together as a family to build both a reputation for excellence and a successful business.The Gonzalez brothers believed that the key to Vallarta’s success would be to combine elevated customer service with the highest quality products to serve the growing Hispanic community whose needs may not be addressed by big chain stores.That’s why, from the beginning, Vallarta Supermarkets offered a wider variety of the freshest, traditional foods from Mexico, and Central and South America than any other store. They offered specialty and traditional items customers couldn’t find anywhere else: cut-to-order Latin-style meats (ranchera, diesmillo, lomo de res), spices, fresh fruit and produce, delicious prepared foods, pan dulce made daily, plus everything else you would expect from a traditional grocery store. Fast forward to today where Vallarta has expanded its offerings to include a juice and aquas frescas bar, tortilleria, bakery (panaderia), a cevicheria and more.