IT Support Analyst I - Remote

velera; United States; Remote; USD 26,000 - 40,000; Full time

Benefits offered by this job

Medical with telemedicine

Dental and Vision

401k with employer match

PTO

HSA contributions

Wellness program

Job summary

Velera in the United States is seeking an IT Support Analyst I to provide first-level support across phone, email, and chat. You will troubleshoot remotely, guide users through solutions, and log incidents and requests in ServiceNow.

The role emphasizes teamwork with leadership and ongoing process improvements. The position covers Windows, Mac, printers, and common software, with a remote-first culture and a 7 am–6 pm EST shift on Mon/Tue/Thu/Fri.

Qualifications

• Minimum high school diploma or equivalent in IT or related field.
• HDI, MCP, Network+ and A+ certifications preferred; HDI due within 1 year.
• 1–2 years of IT technical support via phone, chat or email preferred.

Responsibilities

• Serve as first contact for customers seeking technical assistance by phone or email.
• Perform remote troubleshooting using diagnostic questions.
• Provide solutions and walk customers through steps to resolve issues.
• Direct unresolved issues to the next level of support.
• Record events, problems and resolutions in logs.
• Follow up and update customer status; relay feedback to internal teams.

Skills

Technical troubleshooting

Customer support

Multi-channel support

Documentation & logs

Education

High school diploma or equivalent

HDI certification

MCP certification

Network+

A+ certification

Job description

Join the People Helping People

Shift

Mon/Tues/Thus/Fri: 7 am - 6 pm EST

The Opportunity

The IT Support Analyst I is responsible for providing first-level support through multiple channels from employees and clients and handling the resulting incidents or service requests, using the incident management and request fulfillment processes. The IT Support Analyst I assist with technical support questions regarding issue status, password resets, software issues, system and network status, change inquiries, and general questions via telephone, chat, and ServiceNow. Analysts follow knowledgebase articles and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. This includes Microsoft Windows Operating System, MAC OS, desktops, laptops, printers, servers, MS Office products, and various vendor-provided software platforms. Several tools are utilized to meet these tasks such as inbound and outbound phone calls, remote access to client PCs, 3rd party admin applications and email. Analysts work closely with leadership to continuously improve customer support and satisfaction. Additional responsibilities include participation in data recovery operations and continuous improvement efforts.

Day in the Life

• 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.

Qualifications

• Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.


• Industry specific certification HDI, MCP, Network+ and A+ certification preferred. HDI certification required within 1 year of hire.


• 1 - 2 years of providing IT technical support via phone, chat and/or email preferred.

About Velera

At Velera, inclusion isn't an initiative - it's how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We're committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we're shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it's like to work at Velera.

Pay Equity

$19.18 - $23.99 - $28.75 of salary range

Great Work/Life 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


• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer.

We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any