Remote IT Support Analyst I: First-Contact Helpdesk

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

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.