{"schemaVersion":"jobsearcher.job.v1","id":"0bbe41e9545f88e3d0ba5b27","url":"https://jobsearcher.com/jobs/0bbe41e9545f88e3d0ba5b27","canonicalUrl":"https://jobsearcher.com/jobs/0bbe41e9545f88e3d0ba5b27","title":"IT Support Analyst I (3rd Shift) - Remote","description":"Join the People Helping People\n\nVelera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.\n\nShift: 4x10\n\nSunday night - Thursday morning\n\nStart Time 9 pm EST\n\nEnd Time: 7:30 am EST\n\nThe Opportunity\n\nThe 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 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. Analysts follow knowledgebase articles and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. This includes Microsoft Windows Operating System, MAC OS, desktops, laptops, MS Office products, MS O365, and 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 and email. Analysts work closely with leadership to continuously improve customer support and satisfaction. Additional responsibilities include participation in comput e r data recovery operations and continuous improvement efforts.\n\nDay in the Life\n\nServe as the first point of contact for customers seeking technical assistance over the phone or email.\n\nPerform remote troubleshooting through diagnostic techniques and pertinent questions.\n\nDetermine the best solution based on the issue and details provided by customers.\n\nWalk the customer through the problem-solving process.\n\nDirect unresolved issues to the next level of support personnel.\n\nProvide accurate information on IT products or services.\n\nRecord events and problems and their resolution in logs.\n\nFollow-up and update customer status and information.\n\nPass on any feedback or suggestions from customers to the appropriate internal team.\n\nIdentify and suggest potential improvements to procedures.\n\nQualifications\n\nMinimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.\n\nIndustry specific certification HDI, MCP, Network+ and A+ certification preferred. HDI certification required within 1 year of hire.\n\n1 – 2 years of providing IT technical support via phone, chat and/or email preferred.\n\n#LI-LM1\n\nAbout Velera\n\nAt Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.\n\nPay Equity\n\n$19.18 - $23.99\n\nActual Pay will be adjusted based on experience and other job-related factors permitted by law.\n\nGreat Work/Life Benefits!\n\nCompetitive wages\n\nMedical with telemedicine\n\nDental and Vision\n\nBasic and Optional Life Insurance\n\nPaid Time Off (PTO)\n\nMaternity, Parental, Family Care\n\nCommunity Volunteer Time Off\n\n12 Paid Holidays\n\nCompany Paid Disability Insurance\n\n401k (with employer match)\n\nHealth Savings Accounts (HSA) with company provided contributions\n\nFlexible Spending Accounts (FSA)\n\nSupplemental Insurance\n\nMental Health and Well-being: Employee Assistance Program (EAP)\n\nTuition Reimbursement\n\nWellness program\n\nBenefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions\n\nVelera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.\n\nVelera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following \"EEO is the Law\" Poster . Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.\n\nVelera is an E-Verify Employer. Review the E-Verify Poster here . For information regarding your Right To Work, please click here .\n\nThis role is currently not eligible for sponsorship.\n\nAs an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.","company":"Velera","rawCompany":"velera","isRemote":true,"isActive":false,"createdAt":"2026-08-24T09:07:29.640Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Support Analyst I (3rd Shift) - Remote","description":"Join the People Helping People\n\nVelera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.\n\nShift: 4x10\n\nSunday night - Thursday morning\n\nStart Time 9 pm EST\n\nEnd Time: 7:30 am EST\n\nThe Opportunity\n\nThe 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 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. Analysts follow knowledgebase articles and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. This includes Microsoft Windows Operating System, MAC OS, desktops, laptops, MS Office products, MS O365, and 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 and email. Analysts work closely with leadership to continuously improve customer support and satisfaction. Additional responsibilities include participation in comput e r data recovery operations and continuous improvement efforts.\n\nDay in the Life\n\nServe as the first point of contact for customers seeking technical assistance over the phone or email.\n\nPerform remote troubleshooting through diagnostic techniques and pertinent questions.\n\nDetermine the best solution based on the issue and details provided by customers.\n\nWalk the customer through the problem-solving process.\n\nDirect unresolved issues to the next level of support personnel.\n\nProvide accurate information on IT products or services.\n\nRecord events and problems and their resolution in logs.\n\nFollow-up and update customer status and information.\n\nPass on any feedback or suggestions from customers to the appropriate internal team.\n\nIdentify and suggest potential improvements to procedures.\n\nQualifications\n\nMinimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.\n\nIndustry specific certification HDI, MCP, Network+ and A+ certification preferred. HDI certification required within 1 year of hire.\n\n1 – 2 years of providing IT technical support via phone, chat and/or email preferred.\n\n#LI-LM1\n\nAbout Velera\n\nAt Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.\n\nPay Equity\n\n$19.18 - $23.99\n\nActual Pay will be adjusted based on experience and other job-related factors permitted by law.\n\nGreat Work/Life Benefits!\n\nCompetitive wages\n\nMedical with telemedicine\n\nDental and Vision\n\nBasic and Optional Life Insurance\n\nPaid Time Off (PTO)\n\nMaternity, Parental, Family Care\n\nCommunity Volunteer Time Off\n\n12 Paid Holidays\n\nCompany Paid Disability Insurance\n\n401k (with employer match)\n\nHealth Savings Accounts (HSA) with company provided contributions\n\nFlexible Spending Accounts (FSA)\n\nSupplemental Insurance\n\nMental Health and Well-being: Employee Assistance Program (EAP)\n\nTuition Reimbursement\n\nWellness program\n\nBenefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions\n\nVelera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.\n\nVelera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following \"EEO is the Law\" Poster . Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.\n\nVelera is an E-Verify Employer. Review the E-Verify Poster here . For information regarding your Right To Work, please click here .\n\nThis role is currently not eligible for sponsorship.\n\nAs an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.","datePosted":"2026-08-24T09:07:29.640Z","dateModified":"2026-08-24T09:07:29.640Z","hiringOrganization":{"@type":"Organization","name":"Velera","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"0bbe41e9545f88e3d0ba5b27"},"url":"https://jobsearcher.com/jobs/0bbe41e9545f88e3d0ba5b27"}}