Technical Support Analyst I

Join the MVT family!!! Mesilla Valley Transportation is hiring a Technical Support Analyst I in Las Cruces, NM!

The Technical Support Analyst I 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 .
  
  

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.
  
  

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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