[Remote] IT Support Analyst I - REMOTE

Note: The job is a remote job and is open to candidates in USA. Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The IT Support Analyst I is responsible for providing first-level support through multiple channels from employees and clients, handling incidents or service requests, and assisting with technical support questions.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest potential improvements to procedures

Skills

• Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field
• HDI certification required within 1 year of hire
• Exceptional customer service and troubleshooting skills across all areas of IT
• Strong customer-first ethic
• Extensive experience working in a team-oriented, collaborative environment
• Strong understanding of IT service management principles and practices
• Proficiency in Windows operating systems and common business applications
• Knowledge of networking concepts and enterprise ticketing systems
• Industry specific certification HDI, MCP, Network+ and A+ certification preferred
• 1 – 2 years of providing IT technical support via phone, chat and/or email preferred

Benefits

• Competitive wages
• Medical with telemedicine
• Dental and Vision
• Basic and Optional Life Insurance
• Paid Time Off (PTO)
• Maternity, Parental, Family Care
• Community Volunteer Time Off
• 12 Paid Holidays
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Tuition Reimbursement
• Wellness program

Company Overview