Associate Analyst CTS
About The Position
The Associate Analyst CTS supports JetBlue Crewmembers as part of a team, providing efficient and timely first- and second-level technical support. The role supports JetBlue hardware, applications, telephony, mobile devices, and other Crewmember Technologies; identifies and resolves technical issues; and records, tracks, and monitors requests through resolution. The position provides onsite and remote customer service, coordinates incidents and requests with internal and external resources, monitors and supports systems, maintains user access, facilitates software rollouts and maintenance, and collaborates with IT disciplines. It also maintains request and knowledge-base documentation and coordinates responses to major incidents and outages. The role is based at JFK Airport and works onsite four days a week in a traditional office environment. Overnight travel of up to 50% is required, and flexible hours or short-notice availability may be needed. Moderate physical activity includes handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently.
Requirements
- High school diploma or General Education Development (GED) diploma.
- One year of experience providing first-level IT support in a large organization.
- Experience supporting current operating systems, or successful completion of IT for Everyone certification via Coursera.
- Experience implementing and supporting applications.
- Availability for overnight travel up to 50%.
- Valid travel documents and ability to travel in and out of the United States.
- Experience using desktop deployment packages.
- Legally eligible to work in the country where the position is located; U.S. work authorization is required, and visa sponsorship is not available.
- Regular attendance and punctuality.
- Ability to work flexible hours and respond on short notice when needed.
- Ability to maintain a professional appearance.
- Appropriate fit with JetBlue culture and its values of Safety, Caring, Integrity, Passion, and Fun.
Nice To Haves
- Bachelor’s degree.
- Two years of experience in IT hardware and application support.
- Certifications in Microsoft, networking, or programming languages.
- One year of experience in a call center environment.
- Knowledge of Microsoft desktop and server products.
- Knowledge of Exchange and Office Suite.
- Knowledge of LAN environments using TCP/IP, DHCP, and DNS.
- Knowledge of telephony, messaging, and infrastructure, including VOIP and POTS.
- Knowledge of mobile devices.
Responsibilities
- Provide support for JetBlue hardware and applications, including telephony and mobile devices.
- Provide onsite and remote customer service to JetBlue Crewmembers.
- Coordinate incidents and requests from beginning to end with internal and external resources.
- Monitor and support systems.
- Maintain and support user access.
- Facilitate software package rollouts and maintenance.
- Collaborate with all Information Technology disciplines.
- Work toward first-touch resolution of issues.
- Maintain request documentation according to JetBlue standards.
- Maintain and update knowledge-base documentation with relevant information.
- Coordinate responses to major incidents and outages.
- Promote safety as a Safety Ambassador and support JetBlue’s Safety Management System components, Safety Policy, and behavioral standards.
- Identify and report safety or security concerns, issues, incidents, and hazards through available means, including JetBlue reporting systems.
- Perform other duties as assigned.
Benefits
- Healthcare benefits
- 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
Entry Level
Education Level
High school or GED
