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IT Support Analyst I (3rd Shift)

Velera Remote 🌍 Remote

Remote

Today

$19 - $23/hr Full time Computer Skills Customer Support End User Support

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Job Description

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

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