Associate Analyst/Analyst, IT Help Desk

Why you'll love this job

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

What You'll Do

• Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to the appropriate product group
• Provides first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments
• Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Password Resets, Network printers, Mobile devices, etc.
• May interact with internal and external support teams and third party vendors to identify and correct core problems
• Simulates or recreates user problems to resolve operating difficulties
• Maintains daily awareness of changes, outages, and issues system wide
• Escalates incidents to escalation teams to ensure customer resolution
• Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed
• Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
• Works overtime as necessary and when approved
• Maintains confidentiality regarding employee, company, and customer information
• Experience with development and/or implementation of Generative AI
• Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices
• Shift work required/24x7 IT coverage environment

Minimum Qualifications

• Technical degree and/or equivalent experience
• 1 year Help Desk and/or customer service experience
• 1 year troubleshooting experience with service desk environments
• Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE

Preferred Qualifications

• Apple certification (Apple Genius)
• A+ Certification
• Knowledge or experience with generative AI and virtual assistants to assist with repetitive tasks

Skills

• Strong interpersonal, written and verbal communication skills
• Ability to multi-task in a stressful environment
• Strong problem-solving and analytical skills

Benefits

• Travel Perks: 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, plus virtual doctor visits, flexible spending accounts and more
• Wellness Programs: Wellness programs providing tools, resources and support
• 401(k) Program: Available upon hire with employer contributions available after one year depending on workgroup
• Additional Benefits: Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more