Job Overview
Location
Remote-USA
Job Type
Full-time
Category
Other Engineering
Date Posted
April 2, 2026
Full Job Description
đź“‹ Description
- • As an IT Support Analyst I at Velera, you will serve as the first point of contact for employees and clients seeking technical assistance, playing a critical role in maintaining operational continuity across a network of over 4,000 financial institutions. Your work directly enables partners to leverage innovative fintech solutions by ensuring seamless access to technology, resolving issues swiftly, and upholding the company’s mission to accelerate partners’ success through reliable, inspired service.
- • Day-to-day responsibilities include serving as the initial contact for technical support via phone, email, and chat; performing remote troubleshooting using diagnostic tools and targeted questioning; determining appropriate solutions based on user-reported symptoms and system data; guiding users step-by-step through problem resolution; escalating unresolved incidents to Tier 2 support per established protocols; documenting all interactions, errors, and resolutions in ServiceNow with precision; following up with users to confirm issue closure and satisfaction; relaying user feedback and improvement suggestions to relevant internal teams; and identifying recurring issues to recommend process enhancements that improve efficiency and user experience.
- • You will join Velera’s IT Support team, a collaborative, mission-driven group within a purpose-led organization that values diversity, equity, and inclusion. Velera is a leading credit union service organization (CUSO) and fintech provider committed to fostering an inclusive workplace where employees bring their authentic selves to build stronger communities with partners and clients across North America.
- • In this role, you will develop foundational expertise in IT service management, gain hands-on experience with enterprise ticketing systems (ServiceNow), deepen your proficiency in Windows and macOS environments, Microsoft 365, networking fundamentals, and hardware troubleshooting—while building critical soft skills in customer communication, active listening, and technical documentation that are transferable across IT and client-facing technology careers.
🎯 Requirements
- • Minimum high school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or a related field.
- • 1–2 years of experience providing IT technical support via phone, chat, and/or email is preferred.
- • HDI certification is required within 1 year of hire; MCP, Network+, and A+ certifications are preferred.
- • Strong understanding of IT service management principles and practices, including incident management and request fulfillment processes.
- • Proficiency in Windows operating systems and common business applications (e.g., MS Office, O365); knowledge of networking concepts and enterprise ticketing systems like ServiceNow.
- • Exceptional customer service and troubleshooting skills with a customer-first ethic; ability to work effectively in a team-oriented, collaborative environment.
🏖️ Benefits
- • Competitive wages ranging from $19.18 to $23.99 per hour, with actual pay adjusted based on experience and job-related factors.
- • Comprehensive health benefits including medical with telemedicine, dental, vision, and Health Savings Accounts (HSA) with company contributions.
- • Retirement savings through a 401(k) plan with employer match, plus Flexible Spending Accounts (FSA) and supplemental insurance options.
- • Generous time off: Paid Time Off (PTO), 12 paid holidays, maternity/paternity/family care leave, and Community Volunteer Time Off.
- • Well-being support: Mental health resources via Employee Assistance Program (EAP), wellness program, and company-paid disability insurance.
- • Professional growth: Tuition reimbursement and access to ongoing learning and development opportunities.
Skills & Technologies
About CO-OP Financial Services
CO-OP Financial Services, operating as Velera, is a financial technology cooperative serving credit unions across the United States. It provides payment processing, digital banking platforms, ATM and shared-branch networks, fraud management and data analytics tools. The organization enables credit unions to offer members secure, modern banking experiences comparable to large banks while maintaining cooperative ownership and governance. Services include credit, debit and prepaid card processing, online and mobile banking solutions, real-time payments and contactless technologies. Founded in 1981, the company rebranded its technology arm to Velera in 2023 to emphasize innovation and growth in the fintech sector.
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