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Helpdesk Analyst

Store:   Santa Clarita – Headquarters Map

Wage: $24.00 - $27.00

Type: full-time

Description

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.

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Privacy Notice (CCPA)

VALLARTA SUPERMARKETS

NOTICE TO JOB APPLICANTS (1/1/2023)

California Consumer Protection Act (“CCPA”)/California Privacy Rights Act (“CPRA”)

This notice explains to you, pursuant to the California Consumer Protection Act (“CCPA”)/California Privacy Rights Act (“CPRA”), how Vallarta Supermarkets, and related entities, (the Company), may collect your information in relation to your application for potential employment with the Company.

  1. Personal Information

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/CPRA, including consumers, employees, and job applicants.

“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/CPRA.

  1. Information We Collect about Applicants

We need you to provide certain information in order for you to complete your application for employment with the Company. 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.

  1. 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.
  1. Characteristics of Protected Classifications under California or Federal law. We may collect your age, date of birth, race, ethnicity, sex/gender, and marital status.
  1. Biometric Information. We may collect your fingerprints to facilitate the employment relationship, if you are hired, and required as part of the hiring/employment process.
  1. Professional or Employment-Related Information. Depending on your role/duties with the Company, 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).
  1. Education Information. We collect information regarding your professional and education history to the extent provided in your resume/application.
  1. Thermal or other Health-Related Information. If you apply in-person or come to our worksite(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, and will only be obtained if required by law.
  1. Additional Information.  We may gather information about your potential employment with the Company, 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. 
  1. Purposes for Collection of Your Personal Information

We use the above categories of personal information for the following business purpose(s):

  1. To make recruitment and employment decisions, including assessing your application and qualifications for employment with us.
  2. To conduct and verify background checks (where applicable).
  3. If hired, to facilitate onboarding, payroll, benefit, and leave of absence administration
  4. For security purposes.
  5. To obtain and/or maintain insurance policies and coverage.
  6. To comply with applicable federal, state, and local laws and regulations.
  7. To manage workers’ compensation claims and conduct workplace investigations.
  1. Third-Party Collection of Personal Information

The Company may use third-party vendors, such as Alliance Background, 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.

  1. Additional CCPA/CPRA Disclosures

At this time, the CCPA/CPRA 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 the Company’s rights or ability to:

  1. Comply with applicable federal, state, and local laws and regulations.
  2. Meet any other legal obligation, including complying with lawful inquiries, investigations, subpoenas, court orders, or other requirements of applicable lawful authorities.
  3. Exercise its legal rights and defend claims.
  4. Report potentially unlawful activity to appropriate law enforcement and cooperate in any resulting investigation.
  5. Detect and respond to unauthorized activity and security incidents.
  6. Protect against and report potential illegal activity and/or fraud; or
  7. Provide 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.