Technical Support Analyst I

VIA Metropolitan Transit is seeking a Technical Support Analyst I to join a service desk support team providing level 1 troubleshooting for both local and remote customers in San Antonio, TX. This onsite role supports end users through phone assistance and remote support tools while working within enterprise ticketing workflows and helping maintain desktop operating systems and applications.

As part of the TI Service Desk, you will manage incoming service needs, document outcomes in the ticketing system, and support escalation when issues require additional technical depth. The position reports directly to the Manager of TI Client Services.

What you will do

• Answer incoming calls to the TI Service Desk and perform level 1 troubleshooting.
• Use remote control software to resolve desktop issues for customers.
• Perform OS and application maintenance and troubleshooting.
• Record, track, and document the problem-solving process, including decisions and actions taken, through to final resolution in the enterprise ticketing system.
• Complete preventive maintenance, including installation of service packs, patches, hot fixes, and anti-virus software, as well as other applications on end user devices as needed.
• Log and update service requests via the enterprise ticketing system.
• Apply diagnostic utilities to support troubleshooting efforts.
• Escalate service requests to Technical Support Analyst II when appropriate.
• Attend and participate in staff meetings and workshops focused on desktop support updates.
• Provide IT support for meetings.
• Maintain dependable attendance and comply with all standard operating procedures (SOPs) and policies.

Required qualifications

• 2+ years of related experience and an Associates degree in Information Systems or a related field.
• Understanding of the Microsoft Windows environment.
• Knowledge of MS Office 365 applications, including Outlook, Word, Excel, and PowerPoint.
• Superior verbal and written communication skills.
• Thorough knowledge of standard tools, methods, practices, safety precautions, occupational hazards, and related trade practices.
• Ability to work with little supervision and process work in a fast-paced, multi-tasking environment.
• Good typing skills.
• Excellent analytical skills to identify root cause and risk elements while considering alternative courses of action.
• Ability to read and understand complex materials such as reports, instructions, and manuals.

Preferred qualifications

• Certifications such as A+, Security+, Net+, CompTIA ITF+, or other technology-related certifications.
• Knowledge of local and wide area networks.

Tools and technologies

• Microsoft Windows
• MS Office 365 (Outlook, Word, Excel, PowerPoint)
• Enterprise ticketing system
• Remote control software
• Diagnostic utilities
• Anti-virus software

Safety, health, and security expectations

• Consider safety in all tasks and demonstrate safe judgment for personal safety, fellow employees, and customers.
• Comply with organizational policies, practices, and programs related to safety, health, and system security.
• Identify and report hazards or potentially unsafe conditions to a supervisor or Safety Department.
• Stop a job/task to prevent unsafe incidents or acts from occurring.

Work schedule and environment

• May be required to work any time of day, including evenings or nights, and weekends; may include being on-call as scheduled.
• May be exposed to electrical and chemical hazards and other conditions.
• Work involves deadlines and multiple priorities.

Physical requirements

• Ability to be mobile and perform activities such as bending, stooping, twisting, squatting, kneeling, sitting, standing, reaching, carrying, climbing, and occasionally lifting or pushing objects.
• Occasionally lift and push objects up to 75 pounds.
• Frequently lift and push objects up to 50 pounds.