Technical Support Analyst I

Job Description:
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?NOTE: Mesilla Valley Transportation may unilaterally change the requirements of this job description at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These include, but are not limited to, the following:?

• 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.

Job Requirements:
Required Qualifications (includes education, skills, and experience) The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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+.

General Description of Benefits: Job Benefits:
401(k)
Dental Insurance
Health Insurance
Life Insurance
Paid Time Off
Tuition Reimbursement
Vision insurance
Benefit Conditions:
Only full-time employees are eligible.
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