[Hiring] IT Support Analyst I @Velera

Role Description

The IT Support Analyst I is responsible for providing first-level support through multiple channels from employees and clients and handling the resulting incidents or service requests, using the incident management and request fulfillment processes. The IT Support Analyst I assists with technical support questions regarding:

• Issue status
• Password resets
• Software issues
• System and network status
• Change inquiries
• General questions via telephone, chat, and ServiceNow

Analysts follow knowledgebase articles and solve technical problems on:

• Computer hardware equipment
• Software
• Computer devices
• Components
• Network devices
• Network connectivity

This includes:

• Microsoft Windows Operating System
• MAC OS
• Desktops
• Laptops
• Printers
• Servers
• MS Office products
• O365
• Various vendor-provided software platforms

Several tools are utilized to meet these tasks such as:

• Inbound and outbound phone calls
• Remote access to client PCs
• 3rd party admin applications
• Email

Analysts work closely with leadership to continuously improve customer support and satisfaction. Additional responsibilities include participation in data recovery operations and continuous improvement efforts.

Qualifications

• Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field
• Industry specific certification HDI, MCP, Network+ and A+ certification preferred; HDI certification required within 1 year of hire
• 1 – 2 years of providing IT technical support via phone, chat and/or email preferred
• Exceptional customer service and troubleshooting skills across all areas of IT
• Strong customer-first ethic
• Extensive experience working in a team-oriented, collaborative environment
• Strong understanding of IT service management principles and practices
• Proficiency in Windows operating systems and common business applications
• Knowledge of networking concepts and enterprise ticketing systems

Requirements

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• 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

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