16 days old

Lead, AA Credit Union Technology Service Desk

American Airlines
Dallas, TX 75201

Location: AAFCU Headquarters (DFW-AACU)   
Additional Locations: None
Requisition ID: 60482 

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 Technology Team within the American Airlines Credit Union.
  • ​Responsible for working with American Airlines Credit Union Service Desk Team to prioritize work for the team as well as lead and mentor the Service Desk Analysts.

What you'll do

  • Provides backup to Service Desk Analysts during absences by providing Tier 1 first level support of technology services & support to employees/vendors (internal and external) through the Credit Union's 24/7 Service Desk
  • Provides backup to Service Desk Manager during absences by coordinating and reviewing the preparation of weekly status reports, procurement, invoicing matters, and oversees Change Management by leading the Change Advisory Board
  • Provides Tier 2 level support by acting as escalation point for Service Desk Analysts
  • Monitors and manages escalation, communication and incident response for system outages and disruptions
  • Provides Tier 2 level support by acting as escalation point for Service Desk Analysts
  • Develops and updates standard service desk procedures and documentation for team
  • Identifies, attempts to solve, and escalates situations requiring urgent attention and oversees escalation and communication of situation until resolution
  • Ensures Service Desk Analysts clearly documents issues, troubleshooting steps taken, and comments in the trouble ticketing system Helpstar
  • Oversees the daily administration of Helpstar ticket tracking system
  • Ensures the enterprise job scheduler OpCon is performing as desired by overseeing the successful completion of running schedules
  • Performs daily administration of job scheduler OpCon by modifying (add, remove, and change) scheduled jobs as necessary to support business operations
  • Works in a fast-paced environment, able to adapt to frequent change and be able to work a flexible schedule
  • Works with diverse groups and individuals to set goals, establish priorities, and solve complex problems
  • Supports Service Desk team with achieving departmental metrics
  • Ensures the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor's degree in computer science, management information systems or related field, or four years of equivalent progressive experience
  • Previous Service Desk experience

Preferred Qualifications- Education & Prior Job Experience

  • Experience in desktop operating systems (Windows OS), server operating systems (Windows OS), and associated Credit Union business applications
  • Experience in understanding Microsoft Applications administration, including the installation and support of browsers, Microsoft Office and other desktop applications
  • Experience with an enterprise job scheduler and back office financial operations

All you'll need for success

Skills, Licenses & Certifications

  • Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
  • Knowledge of TCP/IP, DNS, and DHCP
  • Knowledge of Microsoft Active Directory, Symantec Antivirus Corporate Edition, and Citrix
  • Skilled in support of Apple smart phones
  • Ability to monitor networks using Solar winds
  • Ability to support Telecom/Telephone application/infrastructure
  • Knowledge of Software & Management Associate's (SMA) OpCon scheduling software
  • Knowledge of Service Pro (Helpstar) ticket tracking software
  • Ability and desire to learn company products, services and associated applications, technology, and terminology
  • Skilled in excellent interpersonal and communications skills, both oral and written
  • Ability to be on-call 24/7 and willingness to work flexible shifts
  • Ability to perform in a fast-paced environment, handle multiple tasks and function as an integral part of a team
  • Ability to lift and transport moderately heavy objects, such as printers, computers and peripherals
  • Ability to sit for prolonged periods of time while operating a computer
  • Ability to maintain satisfactory performance and attendance
  • Ability to pass applicable American Airlines pre-hire compliance checks
  • Must have an acceptable credit history, which will be verified

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: None
Requisition ID: 60482 

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Posted: 2022-05-09 Expires: 2022-06-08
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Lead, AA Credit Union Technology Service Desk

American Airlines
Dallas, TX 75201

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