IT Support Analyst I - REMOTE (4x10 shift)

Velera; United States; Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical with telemedicine

Dental and Vision

Paid Time Off (PTO)

401k with employer match

HSA with employer contributions

FSA

Tuition Reimbursement

Wellness program

Job summary

Velera is hiring an IT Support Analyst I to provide first-level support for employees and clients via phone, chat, and email. You will troubleshoot hardware, software, and network issues across Windows and Mac platforms, using ServiceNow and remote access tools.

The role emphasizes incident management, knowledge-based troubleshooting, and continuous improvement. Shift is Mon-Thu, 7am-6pm EST, with a strong focus on customer satisfaction and teamwork.

Qualifications

• Education: High school diploma or equivalent.
• HDI certification required within 1 year of hire.
• 1–2 years IT support via phone, chat or email preferred.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting through diagnostic questions and steps.
• Determine the best solution based on customer details provided.
• 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.
• Log events, problems and resolutions.
• Follow-up to update customer status and information.
• Share feedback with internal teams for improvements.
• Identify potential process improvements.

Skills

IT support

Remote troubleshooting

Customer communication

Incident management

Education

High school diploma

Tools

ServiceNow

Remote desktop

Microsoft Windows

MAC OS

Job description

Join the People Helping People

Velera is the nation's premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners' success through innovative financial technology solutions and inspired service.

Shift Time:
Mon - Thu, 7am - 6pm, EST

The Opportunity

The IT Support Analyst Iis 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, MS Office products, MS O365, 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 computer 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 requiredwithin 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

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

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 other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.