Tech Support Analyst I — IT Help Desk & Troubleshooting

VIA Metro Transit; San Antonio (TX); On-site; USD 46,000 - 62,000; Full time

Job summary

VIA Metro Transit in San Antonio, TX is seeking a Technical Support Analyst I to join the service desk. You will troubleshoot basic issues over the phone, use remote tools, and log all actions in the enterprise ticketing system.

The role reports to the Manager of TI Client Services and requires an Associate's degree and two years of related experience; certifications such as A+, Security+, Net+, or ITF+ are preferred.

Qualifications

• Associate degree in Information Systems or related field; 2 years of related experience; experience may substitute education on a year-for-year basis.
• Must understand Microsoft Windows environment and be proficient with MS Office 365 applications (Outlook, Word, Excel, PowerPoint).
• Certifications: A+, Security+, Net+, CompTIA ITF+ or related are preferred.
• Knowledge of local/wide area networks and strong diagnostic skills.

Responsibilities

• Answer incoming calls to TI Service Desk and perform level 1 troubleshooting.
• Use remote control software to resolve desktop issues.
• Perform OS and application maintenance and troubleshooting.
• Document problem-solving steps and actions in the enterprise ticketing system.
• Log service requests and perform preventive maintenance on end-user devices.
• Escalate issues to higher-level technicians as appropriate.
• Maintain attendance and adhere to SOPs and safety policies.

Skills

Verbal communication

Written communication

Analytical skills

Multitasking

Education

Associate's degree in Information Systems or related field

Tools

Windows OS

MS Office 365

Outlook

Remote support tools

Job description

VIA Metro Transit in San Antonio, TX is seeking a Technical Support Analyst I to join the service desk. You will troubleshoot basic issues over the phone, use remote tools, and log all actions in the enterprise ticketing system.

The role reports to the Manager of TI Client Services and requires an Associate's degree and two years of related experience; certifications such as A+, Security+, Net+, or ITF+ are preferred.