Job Description

Position Summary

The Associate IT CTS Support Analyst supports JetBlue Crewmembers from within a team environment. Responsible for assuring JetBlue Crewmembers are provided efficient and timely first and second level support. Provide technical support to all Crewmembers and Crewmember Technologies. Identifies, finds, and solves technical issues. Answers Crewmembers requests for technical support. 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
• Pass a ten (10) year background check and pre-employment drug test
• Legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship.

Preferred Experience and Qualifications

• Bachelor’s Degree
• Two (2) years’ experience in IT hardware and application support
• Certifications (Microsoft, Networking, programming languages)
• One (1) year experience in a call center environment
• Knowledge of Microsoft desktop and server products
• Knowledge of Exchange and Office Suite
• Knowledge of LAN environment using TCP/IP, DHCP, DNS
• Knowledge of telephony, messaging and infrastructure (VOIP and POTS)
• Knowledge of mobile devices

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• And able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP), JEMS or Safety Action Report (SAR))

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment
• On-Site Monday - Friday

Physical Effort:

• Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)

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