Associate Analyst IT Support CTS - Salt Lake City, UT

Associate Analyst IT Support CTS - Salt Lake City, UT

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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 Education Required

High School/GED

Job Category

Information Technology

Additional Qualifications/Responsibilities

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

Must be 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 of 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

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))

The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment: Computer and other office equipment

Work Environment: Traditional office environment (Hybrid with rotating office days)

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

Compensation: The base pay range for this position is between $49,000.00 and $64,000.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.

City: Salt Lake City

State: Utah

Job Code: IT Information Technology

Company: JetBlue