IT Support Analyst

Velo3D is a technology company that provides the industry’s most advanced fully integrated metal 3D printing solution for mission-critical parts.

Some of the most pioneering companies, including SpaceX, Honeywell, and Lam Research, use the Velo3D solution to drive defense innovation, improve aerospace applications, enhance transportation efficiency, and produce critical oil & gas applications.

While conventional 3D printing and traditional manufacturing methods impose strict design and performance limitations, Velo3D supports true design freedom and allows engineers to build the complex parts they need without compromising performance or quality for manufacturability. In our quest to support tomorrow’s innovations, we enable parts to be printed to exact standards of consistency, quality, and repeatability.

Velo3D has been named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2023. For more information, please visit velo3d.com, or follow the company on LinkedIn or Twitter.

Position Overview:

As an IT Support Analyst, you will be an integral member of the IT User Services team responsible for delivering day-to-day helpdesk support while maintaininga high level of customer service for our employees. This role requires strong critical thinking ability, excellent troubleshooting skills, a customer centric mindset, and the ability to thrive in a fast-paced environment. 

• Work as part of the helpdesk team and provide support expertise for hardware and software problems related to Windows, Mac, and mobile operating platforms. Troubleshoot issues, identify root cause, and recommend appropriate solutions. 
• Administer a wide variety of SaaS apps; provision/modify/remove access as needed. 
• Manage support incidents and fulfill requests within established SLAs, while maintaining a high level of customer service. 
• Establish productive working relationships with the employee community while collaborating on various cross functional projects. 
• Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints. 
• Manage hardware and software inventory and licensing; maintain appropriate levels of inventory for desktops, laptops, software and peripherals. 
• Analyze existing processes, suggest and make improvements, and implement business processes where none exists. 
• Support and maintain conference room and audio-visual equipment. 
• Develop and maintain relevant internal and employee facing documentation and instructions. 
• Ensure compliance with all security and operational policies and procedures. 

• 5-star customer service mindset 
• Strong verbal and written communication skills 
• Excellent teamwork skills 
• High level of critical thinking ability 
• Familiarity with MacOS, Windows, iOS, and Android devices 
• Familiarity with conferencing platforms such as Zoom, Webex, and/or Microsoft teams 
• High drive to tackle new challenges head on and willingness to learn new technologies 

• Bachelor’s degree in computer science, information systems, or similar experience 
• Familiarity with any/all of our current technology stack: AD, Microsoft 365 ecosystem, Jira, Okta, Slack, Salesforce, Zoom/Zoom Rooms, Kandji, Workspace One 
• Experience with enterprise level ticketing systems such as Freshservice or Servicenow; Experience in ITIL-based service delivery is a plus. 
• Strong analytical and problem-solving skills with good judgment. 
• Manual dexterity to operate, troubleshoot and install technology equipment and systems. 
• Ability to lift 50 lbs over short to medium distances, carry light loads up and down stairs, crouching or crawling as the situation demands. 

About the Company:

Velo, Velo3D, Sapphire and Intelligent Fusion are registered trademarks of Velo3D, Inc. Without Compromise, Flow, Flow Developer, and Assure are trademarks of Velo3D, Inc.

With the only SupportFree laser powder bed fusion capability, we enable on-demand manufacturing of production quality Titanium, Inconel, and Aluminum parts with an unprecedented degree of design freedom and quality control. The VELO3D award-winning solution includes an integrated offering of hardware and software: Sapphire® metal AM production printer, Flow™ print preparation software, Assure™ quality assurance and control system, and an integrated manufacturing process that runs throughout the printing operation.

Our team enjoys excellent benefits including healthcare coverage and 401(K) employer contributions. We believe in transparency and recognizing exceptional efforts through our monthly all-hands meetings and team member appreciation awards.

Our job titles may span more than one career level. The starting base salary for this full-time position is between $75,000 and $83,000. This salary range reflects the minimum and maximum target for this position in the U.S. The actual base pay is dependent upon many factors, such as work experience, job-related skills, related education, work location, and market demands. The base pay range is subject to change and may be modified in the future. In addition to a competitive base salary and a comprehensive benefits package, this position may be eligible for other forms of compensation such as participation in a bonus and equity program, as applicable.

Velo3D provides equal employment opportunities to all employees and applicants for employment without regard to, and prohibits discrimination and harassment based on, race, color, religion, age, sex, national origin, disability, medical condition, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.