IT Support Analyst II

Velera 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.

The Opportunity:

The IT Support Analyst II is responsible for providing complex technical support to employees, Credit Unions, and vendors. The analyst ensures that professional support and response standards are met and maintained while assisting customers via telephone, email, chat, or ServiceNow. The IT Support Analyst II will assist with technical support questions regarding issue status, password resets, software issues, system status, network status, change inquiries, general questions via telephone, chat, and ServiceNow. The IT Support Analyst II will employ advanced troubleshooting techniques to investigate and solve technical issues.

The IT Support Analyst II will provide a more in-depth level of support based on their experience, knowledge, as well as knowledge base usage to assess issues and provide solutions for more complex issues that cannot be handled by Analyst I. This includes Microsoft Windows Operating System, MAC OS, desktops, laptops, printers, servers, MS Office products, MS Exchange, 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. The IT Support Analyst II will work closely with leadership to continuously improve customer support and satisfaction. Additional responsibilities include participation in data recovery operations and continuous improvement efforts. 

Day in the Life:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Addressing issues escalated from first-level IT Support Analysts.
• Assist in the mentoring and training of IT Service and Support staff.
• Perform complex 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.
• Handle ad-hoc processes when needed.
• Facilitate meetings with customers or additional support personnel when necessary to troubleshoot issues.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs. 
• Document troubleshooting steps and/or pertinent support information to the next level of support personnel.
• Follow-up and update customer status and information.
• Review, follow up, and assign or resolve aging records.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest potential improvements to procedures.

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.
• 2 – 5 years of providing IT technical support via phone, chat and/or email.
• Demonstrate behaviors based on Velera values: Dedication, Collaboration, Belonging, Curiosity and Integrity
• Exceptional customer service and troubleshooting skills across all areas of IT; Strong customer-first ethic; Extensive experience working in a team-oriented, collaborative environment
• Demonstrate strong communication skills
• In-depth knowledge of industry frameworks and their application in an enterprise 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
• Exceptional organizational skills with ability to work in fast-paced, team environment
• Must be committed to a culture of continuous improvement
• Proficiency in managing multiple tasks simultaneously
• Ability to travel as needed to successfully perform position responsibilities

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life 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

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera 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.

Velera 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.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.