IT Operations Support Engineer I
About The Position
The IT Operations Support Engineer I provides entry-level on-site and remote technical support to end-users, assisting with the installation, configuration, and maintenance of computer systems, hardware, and software. This role involves diagnosing and resolving technical issues, ensuring optimal performance, and providing general assistance to users with varying levels of technical proficiency. The IT Operations Support Engineer I is responsible for maintaining accurate documentation of issues and solutions and adhering to established service level agreements (SLAs) to ensure timely support.
Requirements
- Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.
- Industry specific certification HDI, ITIL, HDI, CPI certification preferred.
- HDI certification required within 1 year of hire.
- 0-2 years of experience providing IT service and support in a desktop support or level 2 role.
- Required to provide physical location support of meetings, technical equipment at the site, or any other events taking place at a nearby Velera office.
- In some cases, there may be a requirement to be stationed full-time at a designated office.
Responsibilities
- Provide first-level technical support for hardware and software issues on desktops, laptops, printers, mobile devices, and peripherals.
- Respond to and resolve service tickets in a timely manner, ensuring documentation of issues and solutions.
- Install, configure, and maintain operating systems, applications, and hardware.
- Assist in the setup and deployment of new computer equipment.
- Provide basic network troubleshooting and support.
- Maintain inventory of all equipment, software, and software licenses.
- Follow established procedures for escalating unresolved issues to appropriate internal teams.
- Provide excellent customer service and end-user support.
- Stay updated with the latest trends and developments in ITSM, ITIL, or other best practices related to IT Service and Support.
- Other duties as assigned.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
