Technical Support Analyst I

The Technical Support Analyst I at MVT Services plays a key role in keeping computer systems operating properly so end users can complete business tasks. The position supports customers through troubleshooting, documentation, monitoring, and escalation when issues require additional expertise.

Onsite Location

El Paso, TX (onsite)

Responsibilities

• Respond to customer inquiries via phone or email.
• Document and track customer issues using a ticketing system.
• Deliver basic troubleshooting and problem-solving for common technical issues.
• Follow standard operating procedures to resolve technical problems.
• Provide step-by-step guidance to customers during issue resolution.
• Escalate unresolved issues to higher-level support or specialized teams.
• 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 issue progress, particularly for prolonged or complex cases.
• Participate in professional development to stay current with industry trends and technologies.
• May assist or observe with troubleshooting critical issues.
• Work an on-call rotation as needed.
• Maintain professionalism in written and verbal customer communication.

Requirements

• Associate’s Degree in an IT related field or relevant work experience (preferred).
• Two years (2) of relevant experience (preferred).
• Equivalent combination of education and experience will be considered.
• Basic certifications (preferred), including A+.

Tools & Technologies

• A+

Benefits

• 401(k)
• Dental Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision insurance

Note: Only full-time employees are eligible.