6 days old

Associate Analyst/Analyst, IT Operations Help Desk Part Time

American Airlines
Phoenix, AZ

Location: AA Headquarters 1 (DFW-HDQ1) 
Additional Locations: None
Requisition ID: 19788 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers.  At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Information Technology Team, within the Information Technology Division. This position will provide first-level problem troubleshooting via the telephone for all hardware and software supported by Technologies system-wide.


Specifically, you’ll do the following:

  • Provide resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician
  • Provide first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments
  • Conduct problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.
  • May interact with internal and external support teams and third party vendors to identify and correct core problems
  • Simulate or recreate user problems to resolve operating difficulties
  • Maintain daily awareness of outages and issues system wide
  • Escalate incidents to escalation teams to ensure customer resolution
  • Provide timely communication (oral or written) to the Level 2 support or other management personnel as needed
  • Promptly consult Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
  • Work overtime as necessary and when approved
  • Maintain confidentiality regarding employee, company, and customer information
  • Demonstrate commitment to and compliance with all company and departmental policies, procedures and practices
  • Shift work required/24x7 IT coverage environment


Required Qualifications

  • 2 years Help Desk and/or customer service experience
  • Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE
  • Strong interpersonal, written and verbal communication skills
  • Ability to multi-task in a stressful environment
  • Strong problem-solving and analytical skills


Preferred Qualifications

  • 2 years troubleshooting experience with service desk environments
  • Technical degree preferred, and/or equivalent experience
  • Apple certification (Apple Genius) preferred
  • A+ Certification preferred

Additional Locations: None
Requisition ID: 19788 


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Associate Analyst/Analyst, IT Operations Help Desk Part Time

American Airlines
Phoenix, AZ

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Associate Analyst/Analyst, IT Operations Help Desk Part Time

American Airlines
Phoenix, AZ

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