Associate Analyst CTS

JetBlue Airways Corporation•New York, NY

3d•Onsite

About The Position

The Associate Analyst CTS supports JetBlue Crewmembers from within a team environment. Responsible for assuring JetBlue Crewmembers are provided efficient and timely first and second level support. Provide technical support to all Crewmembers and Crewmember Technologies. Identifies, finds, and solves technical issues. Answers Crewmembers requests for technical support. Records, tracks, and monitors requests to ensure timely resolution.

Requirements

High School Diploma or General Education Development (GED) Diploma
One (1) year of experience providing first level IT Support in a large organization.
Experience supporting latest operating systems, or successful completion of IT for Everyone certification via Coursera
Experience implementing and supporting applications
Available for overnight travel Up to 50%
In possession of valid travel documents with the ability to travel in and out of the United States
Experience using desktop deployment packages
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
Two (2) years’ experience in IT hardware and application support
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
Coordinates resolution of incidents/requests from beginning to end with internal and external resources.
Monitors and supports systems
Maintains and supports user access
Facilitates software package rollouts and maintenance
Collaborates with all Information Technology (IT) disciplines
Works to achieve first-touch resolution with all issues
Maintains documentation of requests per JetBlue standards
Maintains and updates knowledge base documentation with most relevant information
Coordinates response for major incidents and outages
Other duties as assigned