IT Support Analyst I (3rd Shift)

Velera is hiring an IT Support Analyst I for 3rd shift remote support, handling first-level troubleshooting, request fulfillment, and incident management through ServiceNow.

Responsibilities

• Act as the first point of contact for employees and clients requesting technical assistance via phone or email
• Provide remote troubleshooting using diagnostic techniques and follow-up questions
• Identify the best resolution path based on the issue details provided by the customer
• Guide customers through step-by-step problem solving
• Escalate unresolved cases to the appropriate level of support personnel
• Answer questions with accurate information related to IT products and services
• Log events, problems, and resolutions in the appropriate tracking system
• Follow up on tickets and update customer status and information
• Share customer feedback or suggestions with the internal teams responsible for improvement
• Recognize and suggest potential improvements to existing procedures
• Support issue status questions and common requests including password resets, software issues, and system and network status inquiries
• Assist with change inquiries and general IT questions through phone, chat, and ServiceNow
• Troubleshoot technical problems across computer hardware equipment, software, computer devices, components, network devices, and network connectivity
• Support continuous improvement efforts and participate in computer data recovery operations

Requirements

• Minimum: High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or a related field
• Preferred: 1–2 years providing IT technical support via phone, chat, and/or email
• Industry certifications preferred: HDI, MCP, Network+, and A+
• HDI certification: required within 1 year of hire

Technologies

• ServiceNow
• Microsoft Windows Operating System
• MAC OS
• MS Office products
• MS O365
• Inbound and outbound phone calls
• Remote access to client PCs
• 3rd party admin applications
• Email
• HDI, MCP, Network+, A+

Shift

• Schedule: 4x10
• Days: Sunday night to Thursday morning
• Start: 9:00 pm EST
• End: 7:30 am EST

Compensation

• Hourly rate: $19.18 to $23.99
• Actual pay adjusted based on experience and other job-related factors permitted by law

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