[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