IT Support Analyst I - REMOTE

Velera

20h•Remote

About The Position

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider, serving over 4,000 financial institutions across North America. The company's purpose is to accelerate partners’ success through innovative financial technology solutions and inspired service. The IT Support Analyst I is responsible for providing first-level technical support to employees and clients through various channels, managing incidents and service requests using established processes.

Requirements

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.
Knowledge of Microsoft Windows Operating System, MAC OS, desktops, laptops, printers, servers, MS Office products, and various vendor-provided software platforms.

Nice To Haves

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.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone or email.
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.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Utilize inbound and outbound phone calls, remote access to client PCs, 3rd party admin applications and email to resolve customer issues.
Follow knowledgebase articles and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity.
Determine the best solution based on the issue and details provided by customers.
Work closely with leadership to continuously improve customer support and satisfaction.
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.
Participate in data recovery operations and continuous improvement efforts.