Analyst CTS - FLL

JetBlue Airways Corporation • Fort Lauderdale, FL

1d • Onsite

About The Position

The IT CTS Support Analyst provides support to JetBlue’s IT environment, including maintaining and supporting all hardware and applications utilized by JetBlue. This role involves providing excellent onsite and remote customer service for JetBlue Crewmembers, serving as an escalation point for Tier 2 and 3 support, and acting as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams. The analyst will coordinate the resolution of incidents and requests, monitor and maintain systems and user access, facilitate software rollouts and maintenance, and collaborate with various IT and non-IT teams on projects. A key focus is achieving first-touch resolution and maintaining comprehensive documentation of requests and knowledge base articles. The role also includes coordinating responses for major incidents and outages.

Requirements

• High School Diploma or General Education Diploma (GED)
• One (1) year of experience in IT hardware and application support
• Experience supporting latest operating systems
• Experience implementing and supporting applications
• Experience using desktop deployment packages
• Pass a pre-employment drug test
• Available for occasional overnight travel (40%)
• Legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Nice To Haves

• Bachelor’s Degree in a relevant field
• Certifications (Microsoft, Networking, programming languages)
• One (1) years’ experience in a call center environment
• Knowledge of Microsoft desktop and server products
• Knowledge of Exchange and Office Suite
• Knowledge of LAN environment using TCP/IP, DHCP, DNS
• Knowledge of telephony, messaging and infrastructure (VOIP and POTS)
• Knowledge of mobile devices

Responsibilities

• Provides support for all JetBlue hardware/applications including telephony and mobile devices
• Provides excellent onsite and remote Customer Service for JetBlue Crewmembers
• Serves as escalation point and provides Tier 2 and 3 support
• Acts as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams
• Coordinates resolution of incidents/requests from beginning to end with internal and external resources.
• Monitors, maintains and supports systems and user access
• Facilitates software package rollouts and maintenance
• Collaborates with all Information Technology (IT) disciplines
• Works to achieve first-touch resolution with all issues
• Collaborates with non-IT teams on projects including Moves/Adds/Changes
• Maintains documentation of requests per JetBlue standards
• Creates, maintains and updates knowledge base documentation with most relevant information
• Coordinates response for major incidents and outages
• Other duties as assigned

Benefits

• Able to work variable hours, flexible shifts, including holidays and weekends
• Potential need to work flexible hours and be available to respond on short-notice

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED