​This is a unique Full-Time, Remote opportunity within the credit union service organization (CUSO) space. The role is designed for an early-career professional comfortable with a non-traditional work week (Sunday through Wednesday, 4 days/10 hours). You will serve as the frontline for technical incidents, utilizing ServiceNow to manage the lifecycle of requests for a massive network of financial institutions.

• ​Work Shift: 4×10 (Sunday – Wednesday).
• ​Hours: 7:00 am – 5:30 pm EST.
• ​Location: Remote-USA.
• ​Platform Focus: Windows 11, MacOS, O365, VPN, and Azure Virtual Desktop (AVD).
• ​Ticketing System: ServiceNow.

​The Opportunity: First-Level Technical Triage

​As an Analyst I, you are the face of Velera’s IT department. You are responsible for the immediate resolution of common technical hurdles while ensuring high-priority system outages are escalated correctly.

​Technical Problem Solving

​You will support a diverse hardware and software stack including desktops, laptops, printers, and servers. Using remote access tools, you will perform diagnostic techniques to resolve issues ranging from password resets to complex network connectivity failures.

​Desktop & Virtual Environment Support

​A significant portion of the role involves troubleshooting the Microsoft ecosystem. You will support users within Windows 11 and MS Office environments, with a specific focus on Azure Virtual Desktop (AVD) and VPN connectivity—critical components for a remote fintech workforce.

​Knowledge Management & Logging

​You will follow standardized knowledgebase articles to ensure consistent service. Every interaction is recorded in ServiceNow, where you will track events, document resolutions, and identify potential improvements to existing IT procedures.

​Required Qualifications & Competencies

​Velera is looking for a customer-centric “People Helping People” advocate with a strong foundational knowledge of IT Service Management (ITSM).

• ​Experience: 1–2 years of IT technical support via phone or chat (preferred).
• ​Systems: Proficiency in Windows 11, O365, and ServiceNow.
• ​Certifications: CompTIA A+ or HDI certification is preferred. Note: HDI certification is required within one year of hire.
• ​Analytical Skills: Strong ability to walk customers through problem-solving steps while maintaining high levels of empathy and clarity.
• ​Virtualization: Experience with Azure Virtual Desktop is a major plus.

​Why This Shift Matters

​The 4×10 Sunday–Wednesday schedule is a strategic “bridge” shift. By covering Sundays, you provide critical support for financial institutions that operate outside standard bank hours or perform weekend system maintenance. This shift offers a consistent 3-day weekend (Thursday–Saturday), providing a high degree of work-life balance for those who prefer mid-week off-time.