Associate Analyst/Analyst, IT Operations Help Desk (Ft Worth, TX, US)
Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: None
Requisition ID: 32272
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.
This job is a member of the Information Technology Team within the Information Technology Division. This position will be responsible for providing first-level problem troubleshooting via the telephone for all hardware and software supported by Technologies system-wide.
Specifically, you’ll do the following:
- 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
Required Qualifications
- Technical degree and/or equivalent experience
- 2 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
- Strong interpersonal, written and verbal communication skills
- Ability to multi-task in a stressful environment
- Strong problem-solving and analytical skills
Preferred Qualifications
- Apple certification (Apple Genius)
- A+ Certification
- Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups
Additional Locations: None
Requisition ID: 32272
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