Help Desk Analyst

• Provide technical support to Vallarta Stores, Corporate and Warehouse user that relate to IT hardware and various applications
• Resolve customer issues, providing superior customer service to ensure satisfied customers
• 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
• 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
• Follow Vallarta IT standards, procedure and security policies

• 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
• Must be able to work weekends as needed
• 1-3 years of relevant work experience

A+ certification preferred