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 customers 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.Basic understanding of Spanish language; reading, writing, and speaking.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, you 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.
Requirements :
Required Education and Experience
1-3 years of relevant work experienceAdditional Info :
California Consumer Privacy Act ("CCPA") Notice to Applicants
This notice explains to you, pursuant to the California Consumer Privacy Act ("CCPA"), how Vallarta Supermarkets ("Vallarta," "the Company," "we," "us," and "our") may collect your information in relation to your application for employment and potential employment with us.
For purposes of this notice, "Personal Information" means information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular California resident or household, or as otherwise defined under the CCPA.
"Personal Information" does not include certain information, including publicly available information lawfully made available from government records, deidentified or aggregate information, or other information excepted under the CCPA.
Information We Collect about Applicants
We need you to provide certain information in order for you to complete your application for employment with Vallarta. The following provides the categories of Personal Information we may collect about applicants as part of the application process, and / or our employees if ultimately hired.
Personal Identifiers. We may collect your name, driver's license or state identification card number, passport number or other government identification number (including U.S. work authorization number), Social Security information, residence / postal address, email address(es), phone number(s), and other contact information during the application and recruitment process. We may collect your emergency contact information as well. If you are hired, we may collect additional personal identifiers about you to facilitate the employment relationship.Characteristics of Protected Classifications under California or Federal law. We may collect your age, date of birth, race, ethnicity, sex / gender, and marital status.Biometric Information. We may collect your fingerprints to facilitate the employment relationship, if you are hired.Professional or Employment-Related Information. Depending on your role / duties with Vallarta, we may collect information regarding your criminal history, driving history, and credit history as part of our employment background check. We also collect information regarding your professional and employment history and other qualifications you provide in your employment application, including references, skills / abilities, employment goals and expectations, and other related information (if you choose to provide them).Education Information. We collect information regarding your professional and education history to the extent provided in your resume / application.Thermal or other Health-Related Information. If you apply in-person or come to our store(s) as part of the application process, we may need to take your temperature or other similar information as part of our health protection policies. However, this information is not retained.Inferences. We gather information about your employment history with Vallarta, such as the company location / facility to which you are assigned, position and description of duties, fulltime and part-time status, pay rate, as well as descriptions about your job performance and skills. We may also draw other inferences such as your characteristics, job preferences, personal hobbies, activities, foreign language capabilities, other abilities and the like.Purposes for Collection of Your Personal Information
We use the above categories of personal information for the following business purpose(s) :
To make recruitment and employment decisions, including assessing your application and qualifications for employment with us.To conduct and verify background checks (where applicable).If hired, to facilitate onboarding, payroll, benefit, and leave of absence administrationFor security purposes.To obtain and / or maintain insurance policies and coverage.To comply with applicable federal, state, and local laws and regulations.To manage workers' compensation claims and conduct workplace investigations.Third-Party Collection of Personal Information
The Company may use third-party vendors, such as Snag-a-Job, to facilitate the application process for applicants. In this process, these third parties may collect an applicant's personal information and provide it to us for employment decisions.
Additional CCPA Disclosures
At this time, the CCPA does not afford applicants or employees the right to make requests regarding their Personal Information as it relates to the application and / or employment relationship. This does not affect other rights you may have under other laws.
Further, nothing in this notice restricts Vallarta's rights or ability to :
Comply with applicable federal, state, and local laws and regulations.Meet any other legal obligation, including complying with lawful inquiries, investigations, subpoenas, court orders, or other requirements of applicable lawful authorities.Exercise its legal rights and defend claims.Report potentially unlawful activity to appropriate law enforcement and cooperate in any resulting investigation.Detect and respond to unauthorized activity and security incidents.Protect against and report potential illegal activity and / or fraud; orProvide information to our service providers in relation to the above listed purposes, or transfer information as part of a merger, acquisition, or other transfer of some or all of our business to another party.Contact Us
For more information or any questions about this notice , please contact Human Resources, at 818-898-0088.
