Associate Analyst/Analyst, IT Help Desk

Intro

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!

Why you'll love this job

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.

What you'll do

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 the appropriate product group 
• 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, Password Resets, Network printers, Mobile devices, 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 changes, 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
• Experience with development and/ or implementation of Generative AI 
• Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices
• Shift work required/24x7 IT coverage environment

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Technical degree and/or equivalent experience
• 1 year Help Desk and/or customer service experience
• 1 year troubleshooting experience with service desk environments
• Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE

Preferred Qualifications- Education & Prior Job Experience

• Apple certification (Apple Genius)
• A+ Certification
• Knowledge or experience with genrative AI and virtual assistants to assist with repititive tasks 

Skills, Licenses & Certifications

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

What you'll get

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

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. 

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.