Associate Analyst CTS - JFK

About the role

The Associate Analyst CTS supports JetBlue Crewmembers from within a team environment, ensuring efficient and timely first and second level technical support for all Crewmembers and Crewmember Technologies.

Responsibilities

• Provides support for all JetBlue hardware/applications including telephony and mobile devices.
• Delivers 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, maintaining and supporting user access.
• Facilitates software package rollouts and maintenance.
• Collaborates with all Information Technology (IT) disciplines to achieve first-touch resolution with all issues.
• Maintains documentation of requests per JetBlue standards and updates knowledge base documentation.
• Coordinates response for major incidents and outages.
• Performs other duties as assigned.

Requirements

• 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.
• 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 Qualifications

• Bachelor’s Degree.
• Two (2) years’ experience in IT hardware and application support.
• Certifications (Microsoft, Networking, programming languages).
• One (1) year experience in a call center environment.
• Knowledge of Microsoft desktop and server products, 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, assist with light cleaning of the aircraft.
• Exhibit 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 and report them using JetBlue’s confidential reporting systems (ASAP, JEMS, or SAR).

Work Environment & Physical Effort

• Traditional office environment at JFK Airport, on-site 4 days a week.
• Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently.
• Equipment: Computer and other standard office equipment.

Pay

The base pay range for this position is between $49,100 and $63,100 per year.

Benefits

• Access to healthcare benefits.
• 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.