IT Helpdesk Associate

Information Technology City of Industry, California


Temporary Position: 4 Month Contract

 At Torrid, our IT Helpdesk Associate helps to resolve computer hardware, software, security-related issues and service requests for our store, HQ, and warehouse users. As a team we aim to quickly and completely resolve issues that start and end with a fantastic customer experience. You’ll work closely with other IT teams to escalate issues and problems outside your scope of knowledge and/or expertise. Our Helpdesk Associates balance analysis, technical problem-solving, compliance with processes/standards, collaboration, documentation, and most importantly, amazing customer service to ensure personnel throughout the organization are always able to fully utilize the IT solutions they need to be successful in their jobs.


  • First and foremost, a Torrid IT Service Desk Analyst is accountable for producing a fantastic customer experience with every interaction they have with a Torrid employee, partner, or vendor.
  • Ensure timely and effective resolution to all Service Desk calls and incidents by providing technical and procedural support, resolving user issues in accordance with established standards and documentation.
  • Manage service requests to make sure that SLAs are met and provide status updates to customers.
  • Investigating, diagnosing, resolving, and/or escalating incidents and problems.
  • Ensure data is accurately collected, followed up, tracked & escalated through ServiceNow.
  • Adhere to Service Standards by courteously answering all Service Desk inbound calls and meeting the expectation that 90 % of calls are resolved within 5 minutes.
  • Participate in the configuration, deployment, maintenance, and support of PCs, Macs, printers, cell phones, VOIP, POTs, network hardware, and POS equipment.
  • Coordinate issue resolution with other support areas such as Store Systems, IT Operations, IT Infrastructure, and IT Applications.
  • Utilize approved tools and processes for support and helped ensure compliance of others.

  • 2+ years IT Service Desk experience
  • 2+ years of experience with Microsoft Windows Desktop, Windows Server, Office/M365, and Active Directory
  • Experience providing support for PC, Apple Mac, MacBook, and MacOS as well as iOS and Android mobile devices

Bonus points if you have the following:

  • Experience using ServiceNow
  • Previous experience in the retail industry
  • Supported creative teams using Adobe’s suite of products on Mac OS
  • XStore and/or POS experience
  • Experience using Altiris

Our company participates in E-Verify. E-Verify is a program that electronically confirms a candidate’s eligibility to work in the United States after completing the Employment Eligibility Verification (Form I-9). The information provided on the Form I-9 is compared to the records contained in the Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.

E-Verify Poster:
Eligibility to Work Poster (English):
Eligibility to Work Poster (Spanish):
California Consumer Privacy Act Applicant Notice (CCPA):
EEO Poster: