Technical Support Analyst

Netrolynx AI; United States; On-site; USD 20,000 - 29,000; Full time

Job summary

MVT Holdings is seeking a full-time Technical Support Analyst in El Paso, Texas to help employees use technology effectively. You will respond to inquiries, provide basic troubleshooting, and document resolutions using a ticketing system.

The role offers growth through proactive issue prevention, user education, and process improvements. Regular hours are Mon–Fri 8:00–17:00 with optional on-call rotations; pay is $18.00 per hour.

Qualifications

• Associate degree in IT or related field preferred; two years of relevant experience.
• CompTIA A+ certification preferred.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication.
• Organized, professional, and eager to learn.

Responsibilities

• Respond to user inquiries by phone and email and provide basic troubleshooting.
• Record, categorize, and track issues in the ticketing system.
• Escalate complex issues to higher-level support and keep users updated.
• Monitor system alerts and perform basic health checks.
• Assist with system updates, patches, and maintenance tasks.
• Document solutions and contribute to knowledge base articles.
• Collaborate with product teams to address complex issues and identify automation opportunities.

Skills

Troubleshooting

Communication

Problem solving

Organized

Education

Associate degree in IT

CompTIA A+ certification

Tools

Ticketing system

Job description

MVT Holdings is home to Mesilla Valley Transportation (MVT), a locally owned transportation company with roots dating back to 1982, when it began as a small independent fleet in the Southwest. Following a period of growth in the late 1980s, the company expanded its service across the contiguous United States and into Canada. Today, MVT is one of the largest locally owned truckload carriers in the United States, specializing in time-sensitive transportation between major manufacturing areas in the United States, Canada, and Mexico. MVT brings together family, careers, and success while supporting the technology and services that help its operations run effectively.

About The Role

MVT Holdings is hiring a full-time Technical Support Analyst in El Paso, Texas. In this role, you will help ensure that employees and other end users can use their computers and technology effectively to accomplish business tasks. You will respond to a variety of technical questions and situations, provide clear guidance, and document issues and resolutions using a ticketing system.

The position offers an opportunity to build technical support experience while working with customers, product development, and delivery teams. As you develop within the role, you will take a more proactive approach to preventing recurring issues, educating users, and identifying opportunities to improve support processes. The regular schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional weekends and participation in an on-call rotation as needed. The listed pay rate is $18.00 per hour.

Qualifications

An associate degree in information technology or a related field is preferred, along with two years of relevant experience. Equivalent combinations of education and experience will also be considered. A basic technical certification, such as CompTIA A+, is preferred. Candidates should bring foundational troubleshooting and problem-solving skills, the ability to follow established procedures, and a service-oriented approach to supporting users with different needs and levels of technical familiarity.

Strong written and verbal communication is important, as the role involves explaining technical steps, maintaining accurate records, and providing progress updates. Successful candidates will be organized, professional, and willing to learn, collaborate, and participate in ongoing professional development.

Responsibilities

Respond to user inquiries by phone and email, provide basic troubleshooting for common technical problems, and guide users through solutions step by step. Record, categorize, and track customer issues and interactions in the ticketing system, following standard operating procedures to resolve requests. Escalate issues that require higher-level or specialized support, and keep users informed about progress, particularly when a case is complex or takes longer to resolve.

Monitor system alerts and notifications, perform basic system health checks, and report unusual findings. Assist with system updates, patches, and maintenance tasks. Document solutions, help create and maintain knowledge base articles and technical documentation, and provide users with training or educational resources. Work with product development and delivery teams to address complex issues, identify potential automation and process improvements, and assist with or observe troubleshooting of critical incidents. Maintain professionalism in all communications and take part in relevant learning opportunities to stay current with technologies and industry practices.

Benefits

Eligible full-time employees may receive a benefits package that includes

• 401(k)
• dental insurance
• health insurance
• health savings account
• life insurance
• paid time off
• tuition reimbursement
• vision insurance

Benefit eligibility is subject to the applicable plan terms and company policies.

Equal Opportunity

MVT Holdings is committed to providing a professional and respectful workplace. Employment decisions are made in accordance with applicable laws. We welcome applicants with the qualifications and interest to contribute to the role and encourage candidates to apply.