IT Support Analyst I - REMOTE at Velera in Remote

Summary: 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 technical support to employees and clients through various channels, handling incidents and service requests, and assisting with troubleshooting issues related to hardware, software, and network connectivity. 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 Required Qualifications: - 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 - 1 – 2 years of providing IT technical support via phone, chat and/or email - 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 Preferred Qualifications: - 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 Required Skills: IT technical support, Incident management, Request fulfillment, Microsoft Windows Operating System, MAC OS, Computer hardware troubleshooting, Software troubleshooting, Network devices troubleshooting, MS Office products, O365, Remote troubleshooting, Customer service, IT service management principles, Networking concepts, Enterprise ticketing systems, HDI certification, MCP certification, Network+ certification, A+ certification, Troubleshooting skills, Customer-first ethic Benefits: 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