Associate Analyst IT Support CTS

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Position Title: Associate Analyst IT CTS Service Desk (OSC, LSC, SSC, LGA, JFK, MCO, FLL, SJU, LAX, EWR, BOS)

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Position Summary

The Associate Analyst IT CTS (Crewmember Technology Services) Service Desk supports JetBlue crewmembers from within a team environment and is responsible for assuring JetBlue crewmembers are provided efficient and timely first and second level support. This role provides technical support to all crewmembers and crewmember technologies, and identifies, finds, and solves technical issues. The Associate Analyst also answers crewmembers’ requests for technical support, and records, tracks, and monitors requests to ensure timely resolution.

Essential Responsibilities

• Provides support for all JetBlue hardware/applications including telephony and mobile devices
• Provides excellent onsite and remote Customer Service for JetBlue crewmembers
• Coordinates resolution of incidents/requests from beginning to end with internal and external resources
• Monitors and supports systems
• Maintains and supports user access
• Facilitates software package rollouts and maintenance
• Collaborates with all Information Technology (IT) disciplines
• Works to achieve first-touch resolution with all issues
• Maintains documentation of requests per JetBlue standards
• Maintains and updates knowledge base documentation with most relevant information
• Coordinates response for major incidents and outages
• Other duties as assigned

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• One (1) year of experience providing first level IT support in a large organization
• Experience supporting latest operating systems, or successful completion of IT for Everyone certification via Coursera
• Experience implementing and supporting applications
• Available for overnight travel (up to 50%)
• In possession of valid travel documents with the ability to travel in and out of the United States
• Experience using desktop deployment packages
• Must pass a pre-employment drug test