Analyst CTS - LAX
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 Tiers 2 and 3 support, and acting as a source of guidance and technical expertise for other CTS Support team members. 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 disciplines and non-IT teams on projects. A key aspect of the role is working towards first-touch resolution for all issues, maintaining documentation according to JetBlue standards, and creating/updating knowledge base documentation. The analyst will also coordinate 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) year 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 Tiers 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
- access to healthcare benefits
- a 401(k) plan and company match
- crewmember stock purchase plan
- short-term and long-term disability coverage
- basic life insurance
- free space available travel on JetBlue
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
