Training Coordinator, IT Help Desk (Phoenix, AZ, US)

Location: Regents Centre North (PHX-52N1) 
Additional Locations: None
Requisition ID: 27743 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers.  At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Information Technology Team, within the Information Technology Division. This position is responsible for facilitating the Information Technology Held Desk (ITHD) new hire training including creating and modifying new hire training curriculum around new application on-boarding.  This role works with application teams to create service guides and knowledge shares.

 

Specifically, you’ll do the following:

• Creates and maintains employee training materials related to ITHD operations
• Creates or coordinates curriculum and providing training classes related to ITHD operations
• Provides technical and administrative support for the users of Computer Based Training (CBT)
• Works closely with application teams to monitor changes to existing processes for training updates
• Provides feedback on employee performance during training periods
  Generate knowledge articles for Help Desk and training reports for management
• Publishes class offerings and schedule students for courses
• Completes ad-hoc assignments, as necessary
• Prepares, facilitates and instructs training programs
• Help Desk queue awareness and floor presence as needed
• Nominal amount of travel may be needed

Qualifications

Required Qualifications

• Associate’s Degree or equivalent experience/training
• 2 years of experience on Help Desk
• Experience in technical writing or knowledge base article contributions
• Excellent interpersonal, organizational and problem solving skills
• Handle multiple assignments and respond well to changing priorities under pressure
• Strong working knowledge of SDE/SharePoint/Active Directory and other work related programs
• Strong presentation, coaching, and teaching skills
• Ability to work varied shifts (advance notice)
• Ability to maintain confidentiality

 

Preferred Qualifications

• Ability to effectively communicate both verbally and in writing with all levels within the organization
• Ability to explain concepts and adjust messaging based on the audience
• Ability to influence through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to work well within a team environment, as well as independently

Additional Locations: None
Requisition ID: 27743 

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