About the role
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
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 hard…
