Associate Analyst​/Analyst, IT Help Desk

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.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• 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 problems
  
  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

• Technical degree and/or equivalent experience2 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

• Apple certification (Apple Genius)
• A+ Certification

• Strong interpersonal, written and verbal communication skills
• Ability to multi-task in a stressful environment
• Strong problem-solving and analytical skills

Feel free to take advantage of all that American Airlines has to offer:

• 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

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.