Technical Support Analyst I - Helpdesk & Issue Solver

Mvt Logistics; El Paso (TX); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

401(k)

Dental Insurance

Health Insurance

Life Insurance

Paid Time Off

Tuition Reimbursement

Vision insurance

Job summary

Mesilla Valley Transportation is seeking a Technical Support Analyst in El Paso, TX to ensure proper computer operation so end users can accomplish business tasks. The role involves supporting a variety of customer types, troubleshooting, and documenting issues.

The analyst will respond to inquiries, track issues, escalate when needed, and collaborate with product development to resolve complex problems, while maintaining documentation and offering training resources.

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+.

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.

Skills

Two years of relevant IT support

Strong communication

Customer service mindset

Education

Associate’s Degree in IT related field

A+ Certification

Job description

Mesilla Valley Transportation is seeking a Technical Support Analyst in El Paso, TX to ensure proper computer operation so end users can accomplish business tasks. The role involves supporting a variety of customer types, troubleshooting, and documenting issues.

The analyst will respond to inquiries, track issues, escalate when needed, and collaborate with product development to resolve complex problems, while maintaining documentation and offering training resources.