IT Support Analyst I – 4x10 Shift
Velera
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $24 per hour
Job Level
Junior
Tech Stack
AzureITSMServiceNow
About the role
- 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.
Requirements
- Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.
- Industry specific HDI or A+ certification preferred.
- HDI certification required within 1 year of hire.
- 1 – 2 years of providing IT technical support via phone and/or chat email preferred.
- Prior experience with ServiceNow ticketing system.
- Previous experience troubleshooting O365, Windows 11, VPN, and virtual desktop environments.
- Azure Virtual Desktop experience is preferred.
- Exceptional customer service and troubleshooting skills across all areas of IT.
- 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.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingIT technical supportWindows operating systemsO365VPNvirtual desktop environmentsAzure Virtual Desktopnetworking conceptsenterprise ticketing systemsServiceNow
Soft skills
customer serviceproblem-solvingcommunicationfollow-upfeedback managementsuggestion implementationdiagnostic techniquesinterpersonal skillsorganizational skillsattention to detail
Certifications
HDI certificationA+ certification