IT Operations Support Engineer

Join the People Helping People

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 IT Operations Support Engineer I provides entry-level on-site and remote technical support to end-users, assisting with the installation, configuration, and maintenance of computer systems, hardware, and software. This role involves diagnosing and resolving technical issues, ensuring optimal performance, and providing general assistance to users with varying levels of technical proficiency. The IT Operations Support Engineer I is responsible for maintaining accurate documentation of issues and solutions and adhering to established service level agreements (SLAs) to ensure timely support.

• Provide first-level technical support for hardware and software issues on desktops, laptops, printers, mobile devices, and peripherals.
• Respond to and resolve service tickets in a timely manner, ensuring documentation of issues and solutions.
• Install, configure, and maintain operating systems, applications, and hardware.
• Assist in the setup and deployment of new computer equipment.
• Provide basic network troubleshooting and support.
• Maintain inventory of all equipment, software, and software licenses.
• Follow established procedures for escalating unresolved issues to appropriate internal teams.
• Provide excellent customer service and end-user support.
• Stay updated with the latest trends and developments in ITSM, ITIL, or other best practices related to IT Service and Support.
• Other duties as assigned.

• Minimum high school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.
• Industry specific certification HDI, ITIL, HDI, CPI certification preferred. HDI certification required within 1 year of hire.
• 0-2 years of experience providing IT service and support in a desktop support or level 2 role.
• Required to provide physical location support of meetings, technical equipment at the site, or any other events taking place at a nearby Velera office. In some cases, there may be a requirement to be stationed full-time at a designated office.

At 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.

$25.96 - $33.08

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

This role is currently not eligible for sponsorship.

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