(USA-WA-Seattle) Information Technology Support

**WHAT WE'RE ABOUT** We're creating an airline people love. It begins with each Alaska Airlines employee, bringing unique strengths and energy to our work in the air and on the ground. Every day, we go beyond what's expected and reach for the remarkable, together. **YOUR ROLE** Role Summary This is a permanent Bid position for COPS employees and will be responsible for supporting Customer Service Agents and Guest at the airport. Scope & Complexity This position provides Information Technology support for Alaska Airlines and Horizon Air. Key Duties - Create/update technical support documents to help Tier 1 call center to resolve issues quickly. - Provides Tier 2 support to airports. - Participate with stations, IT leadership, product development teams, policy and procedure teams and training departments to provide expert input on issue resolution. - Assist with testing and troubleshooting a wide variety of company assets including: Image Airport, xIDS, CSA Mobile tools, Gate Management tools, and common use toolsets. - Manage change process for new and existing tools. - Support station openings and/or station re-construction efforts by validating functionality and coordinating resolution of any issues found. - Participate in station visits to gather 'voice of the agent' feedback and present to leadership. - Participate in Technical design discussions, make suggestions for usability, and troubleshoot working options. Job-Specific Experience, Education & Skills Required - Ability and willingness to work in a group setting (swarming on issues with peers and leaders) - Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook). - Excellent communication skills (e.g., verbal, written, and listening). - Detail oriented and highly organized, with ability to multi-task and work independently with limited guidance in a fast-paced environment. - Be motivated and self-directed. - Problem solving and troubleshooting ability. - Strong technical and analytical skills. - Ability and willingness to travel 5-10% of the time. - Ability to work at a computer utilizing a mouse and keyboard for long periods. - Excellent attendance and reliability. - High school diploma or equivalent. - Minimum age of 18. - Must be authorized to work in the U.S. Preferred - Solid understanding of gate management, CSA duties, and airport operations. - Knowledge of CSA mobile. Job-Specific Leadership Expectations Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. Other This position is for a COPS Bid Location. Only current COPS union members may apply. A preference bid for CSA or RES classifications must also be submitted to Central Bidding. **EQUAL EMPLOYMENT OPPORTUNITY** Horizon Air and Alaska Airlines are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. Horizon Air and Alaska Airlines will consider for employment qualified applicants with arrest and conviction records in accordance with applicable Federal, State, and local laws. Horizon Air and Alaska Airlines participate in E-Verify, a service of the Department of Homeland Security (DHS) and Social Security Administration (SSA), where required. **Job ID** 35473 **Location** Seattle, WA **FLSA Status** Nonexempt **Full/Part Time** **Regular/Temporary** Regular
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