Experienced Associate Analyst – Remote IT Support & Troubleshooting Specialist at American Airlines

Join the American Airlines Team: Elevate Your Career in IT Support

Are you ready to embark on a journey of professional growth and exploration, both within and outside the workplace? American Airlines invites you to be part of its dynamic team, where you’ll have the opportunity to travel, develop your skills, and become the best version of yourself. As you start this new chapter, you’ll tackle challenges with agility and dedication, mastering new skills and advancing your career while enjoying the process.

About American Airlines and This Role

American Airlines is a leading carrier that values diversity and inclusion, fostering a work environment that is both challenging and rewarding. This role is part of the Information Technology Group within the IT Division, playing a crucial part in ensuring the smooth operation of the airline’s technological infrastructure. As an Associate Analyst, you will be responsible for providing first-level issue troubleshooting via phone for all hardware and software supported by the IT framework across the organization.

Key Responsibilities
• Provide resolution to issues that can be solved via telephone and refer more complex issues to certified help specialists as needed.
• Offer first-level support to end-users for PC hardware and Network (Windows 7/Windows XP environments) and Server (UNIX/IBM) environments.
• Conduct issue assurance for various technology areas, including Voice, WAN, LAN, PC, Printer, Password Resets, and Network printers.
• Collaborate with internal and external help teams and third-party vendors to identify and address core issues.
• Replicate or reproduce client issues to resolve working difficulties.
• Maintain daily awareness of outages and issues system-wide.
• Escalate incidents to acceleration teams to ensure client resolution.
• Provide timely communication (oral or written) to Level 2 support or other management personnel as necessary.
• Consult with Level 2 support or other management staff regarding quality issues to determine effectiveness or policy.
• Stay late as necessary and when approved.
• Maintain confidentiality regarding employee, company, and client data.
• Demonstrate commitment to and compliance with all company and departmental policies, procedures, and practices.

Essential Qualifications and Experience

To succeed in this role, you will need:
• A technical degree and/or equivalent experience.
• At least 4+ years of Help Desk and/or client care experience.
• 4+ years of troubleshooting experience in a help desk environment.
• Knowledge and/or experience in internal server/mainframe applications such as Sabre, QIK, IBM/TSO/TPX, and Staff.

Preferred Qualifications
• Apple certification (Apple Genius).
• A+ Certification.

Skills and Competencies

The ideal candidate will possess:
• Strong relational, written, and verbal communication skills.
• The ability to multitask in a stressful environment.
• Strong problem-solving and analytical skills.

What You’ll Get

At American Airlines, you’ll have access to a comprehensive benefits package and opportunities for growth. This includes:
• Medical benefits: On your first day, you’ll have access to health, dental, prescription, and vision benefits. Additionally, you’ll enjoy virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: We’re committed to helping you be your best self, providing the tools, resources, and support you need.
• 401(k) Program: Available upon hire, with employer contributions available after one year, depending on the workgroup.
• Additional Benefits: Enjoy our Employee Assistance Program, pet insurance, and discounts on hotels, rental cars, travel, and more.

Career Growth and Company Culture

At American Airlines, we’re dedicated to fostering a culture of inclusion and diversity. With over 20 Employee Business Resource Groups, we’re committed to connecting our employees to our customers, suppliers, communities, and shareholders. This role offers the opportunity to be part of a dynamic team that values growth, learning, and mutual respect.

Ready to Elevate Your Career?

This is a low-stress role with great rewards. If you’re reliable, willing to learn, and passionate about delivering exceptional IT support, we want you to join our team. Apply now and take the first step towards a fulfilling career at American Airlines!

American Airlines is an equal opportunities employer, committed to diversity and inclusion. We welcome applications from candidates who share our values and are excited about the opportunity to contribute to our mission.

Apply Now

If you’re ready to take your career to new heights, apply for this exciting opportunity today. Don’t miss your chance to be part of the American Airlines team and enjoy a rewarding career in IT support.

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