Associate Analyst, IT Desktop Services (Phoenix, AZ, US)

Location: Sky Harbor Municipal Apt (PHX-TRML) 
Additional Locations: Ft Worth, TX
Requisition ID: 41696 

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 working closely with a small team of advanced specialists to provide remote support for AA desktop computer operating system issues.

What you'll do

• Works with small team of advance support specialists, sharing information and providing guidance
• Assists a variety of customers, including end users, 1st level support desk, field engineers, and upper level management
• Answers calls received from technicians to resolve issues with QII software, computer builds, printer configuration, or server queues
• Monitors and works incoming break/fix tickets or computer back end services build requests
• Monitors and works incoming Slack chats from Helpdesk for assistance with advanced SCCM software issues
• Remotes into computers to resolve issues, gather data, or reimage
• Identifies, escalates, and provides detailed documentation for widespread customer issues
• Joins critical outage or support calls, if needed
• Works shifts in 24/7/365 support environment
• Works rotational on call nights, weekends, and holidays

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
• 1 year of professional experience in a software support environment, specifically with Microsoft SCCM 2012, Active Directory, and Microsoft Office applications

Preferred Qualifications- Education & Prior Job Experience

• ​Airline Industry experience

Skills, Licenses & Certifications

• ​Experience with Microsoft SCCM 2012, Active Directory, Microsoft Office applications
• Ability to logically diagnose and quickly resolve complex Windows operating system errors and varied software applications
• Ability to multitask customer calls, online chat support, working emails or fulfilling workflow requests to build computer back end services
• Ability to work in servers and high security systems with careful attention to detail
• Knowledge of Windows 10, Sharepoint, Cherwell, Flexera App Portal, Cisco Jabber
• Knowledge of 32/64 bit computer hardware and installation/build issues

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.

Additional Locations: Ft Worth, TX
Requisition ID: 41696 

Apply Now