Technical Support Analyst I

Mesilla Valley Transportation; El Paso (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k)

Health Insurance

Life Insurance

Paid Time Off

Tuition Reimbursement

Vision insurance

Job summary

Mesilla Valley Transportation, based in El Paso, TX, is seeking a Technical Support Analyst to ensure reliable computer operation for end users and to support a variety of customer types.

This role emphasizes proactive issue prevention and customer education, with responsibilities spanning inquiries, issue documentation, basic troubleshooting, and collaboration with product teams to resolve problems. On-call rotation may be required for full-time employment.

Qualifications

• Associate’s Degree in IT or equivalent work experience.
• Minimum 2 years of relevant IT support experience.
• A+ certification preferred.

Responsibilities

• Respond to customer inquiries via phone or email.
• Document and track issues using a ticketing system.
• Provide basic troubleshooting for common technical issues.
• Follow standard operating procedures to resolve problems.
• Escalate unresolved issues to higher-level support.
• Provide guidance and training resources to customers.
• Maintain system health checks and monitor alerts.
• Create knowledge base articles for common issues.

Skills

Customer service

Troubleshooting

Ticketing system

Documentation

Technical communication

Education

Associate's Degree in IT or equivalent experience

A+ Certification (preferred)

Job description

Join the MVT family!!! Mesilla Valley Transportation is hiring a Technical Support Analyst in El Paso, TX!

The Technical Support Analyst is responsible for ensuring proper computer operation so that end users can accomplish business tasks.

Job Summary

The Technical Support Analyst will be responsible for providing support to a wide variety of customer types and situations. Progressive levels of responsibility within the role will necessitate a more proactive approach to preventing future issues and fostering customer education.

Essential Duties and Responsibilities

• Respond to customer inquiries via phone or email.
• Document and track customer issues using a ticketing system.
• Provide basic troubleshooting and problem-solving for common technical issues.
• Follow standard operating procedures to resolve technical problems.
• Escalate unresolved issues to higher-level support or specialized teams.
• Provide step-by-step guidance to customers.
• Monitor system alerts and notifications.
• Perform basic system health checks and report anomalies.
• Document solutions and create knowledge base articles for common issues.
• Maintain accurate records of customer interactions and resolutions.
• Assist customers with basic usage and navigation of products or services.
• Provide training and educational resources to customers as needed.
• Assist in the creation and maintenance of technical documentation.
• Work closely with product development and delivery teams to resolve complex issues.
• Perform system updates, patches, and maintenance tasks.
• Identify opportunities for automation and process improvement.
• Provide regular updates to users on the progress of their issues, especially for prolonged or complex cases.
• Participate in professional development opportunities to stay current with industry trends and technologies.
• May assist or observe with troubleshooting critical issues.
• Works an on-call rotation as needed.
• Maintains professionalism in written and verbal communication with customers as required.

Qualifications

• Associate’s Degree in IT related field or relevant work experience (Preferred).
• Two years (2) of relevant experience (Preferred). An equivalent combination of education and experience will also be considered.
• Basic certifications (Preferred) - A+.
• 401(k)
• Health Insurance
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision insurance

Benefit Conditions:

• Only full-time employees are eligible.

Mesilla Valley Transportation began in 1982 as a small independent fleet in the Southwest. In the late ’80s, MVT went through a controlled growth spurt and began to encompass the 48 connected states and Canada.

Today, Mesilla Valley Transportation is one of the largest locally-owned Truck Load carriers in the U.S. We specialize in time-sensitive service between major manufacturing areas within the U.S., Canada, and Mexico borders.

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