Analyst, AACU Technology Service Desk

American Airlines Group • Dallas, TX

378d

About The Position

The Analyst position at American Airlines is an entry-level role within the Technology Team, specifically focused on providing Tier 1 support for technology services through the Credit Union's 24/7 Service Desk. The role involves troubleshooting and resolving various technical issues, ensuring a positive user experience, and maintaining compliance with relevant regulations.

Requirements

• Bachelor's Degree in Computer Science, Management Information Systems, or related field, or two years of equivalent progressive experience.
• Skilled in Microsoft Office software (Word, Excel, Access, Outlook, PowerPoint).
• Knowledge of TCP/IP, DNS, and DHCP.
• Knowledge of Microsoft Active Directory and Citrix.
• Ability to monitor networks using SolarWinds.
• Ability to support Telecom/Telephone application/infrastructure.

Nice To Haves

• Technology Service Desk experience.
• Experience in desktop and server operating systems and associated applications.
• Knowledge and experience supporting audio-visual equipment for conference rooms.
• Ability and desire to learn Credit Union products and services.

Responsibilities

• Provide initial assessment, triage, research, and resolution of incidents and requests regarding application software and infrastructure components.
• Provide technical support for computer and telecom incidents, desktop hardware/software, and third-party applications.
• Troubleshoot, diagnose, and resolve complex desktop, network, software application, and batch scheduling problems.
• Create a positive end user support experience and build strong relationships through effective communication and timely resolution.
• Log all calls, monitor service levels, and provide callbacks or escalations on open tickets.
• Perform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessary.
• Respond to technical support requests via telephone, email, and in-person in a friendly manner.
• Monitor and support the enterprise job scheduling system (Opcon) and all operational batch processing.

Benefits

• Health insurance
• Dental insurance
• Flexible spending account
• Employee assistance program
• Vision insurance
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Air Transportation
• Education Level: Bachelor's degree