Associate Technician, IT Services

Why you'll love this job

• This job is a member of the Information Technology Team, within the Information Technology Division.
• Responsible for assisting employees in all facets of end-user computing, which includes software/hardware installs, upgrades and overall maintenance of PC desktop/laptop systems and peripherals.

• Configures, installs, monitors and maintains IT users' desktop software and hardware; supports mobile workforce.
• Provides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software.
• Responsible for end-to-end problem ownership, resolution and communication with employees.
• Provides on-site training to users.
• Resolves and closes tickets/work orders supporting end-user desktops and peripherals.
• Responds to customer support issues escalated from the Helpdesk.
• Contributes to desktop projects (global installs/upgrades) as a project team member.
• Remotely diagnoses and resolves requests utilizing remote tools.
• Troubleshoots and collaborates with other departments to assist with infrastructure related issues.
• Documents customer interactions in incident management system including asset management.
• Recovers data from hard disk drives and/or performs data migration.
• Supports remote access for virtual private network connectivity as well as wireless/broadband connectivity for laptops.
• Installs and configures local and network based printers.
• Performs preventative maintenance.
• Works various shifts, holidays, on-call and travel as required.
• Follows management guidance, adhering to IT policy and procedure.
• Performs other duties as requested.

• Associate / Bachelor Degree in Computer Science, Information Systems, or other related field or equivalent work experience/training.
• 3 years of demonstrable ‘hands‑on’ IT work experience supporting and resolving diverse PC desktop software and hardware issues.
• Must have firsthand experience supporting desktop computers in a Windows/TCPIP environment.

• A+ certification.
• MCSE/MCP is a plus.
• Previous IT infrastructure experience in Airline/Airport environment.

• Overall knowledge of all Windows based operating systems including Windows 7.
• Familiarity with workflow and with ticketing systems.
• Knowledge of VPN connectivity and ability to troubleshoot issues.
• Ability to work independently and perform in a collaborative, team based environment.
• Must be able to lift at least 30 lbs.

• Travel Perks:
  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.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.

This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.