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

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.