Associate Analyst/Analyst, IT Help Desk

Fly.AA•Phoenix, AZ

About The Position

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board! This job is a member of the Information Technology Team within the Information Technology Division. Responsible for providing first-level problem troubleshooting via the telephone for all hardware and software supported by Technologies system-wide.

Requirements

Technical degree and/or equivalent experience
2 years Help Desk and/or customer service experience
2 years troubleshooting experience with service desk environments
Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE
Strong interpersonal, written and verbal communication skills
Ability to multi-task in a stressful environment

Nice To Haves

Apple certification (Apple Genius)
A+ Certification

Responsibilities

Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician
Provides first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments
Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.
May interact with internal and external support teams and third party vendors to identify and correct core proble
Simulates or recreates user problems to resolve operating difficulties
Maintains daily awareness of outages and issues system wide
Escalates incidents to escalation teams to ensure customer resolution
Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed
Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
Works overtime as necessary and when approved
Maintains confidentiality regarding employee, company, and customer information
Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices
Shift work required/24x7 IT coverage environment

Benefits

Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

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