Associate Analyst CTS - LAX

About the role

The Associate Analyst CTS (LAX) 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
• 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 the most relevant information
• 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
• Must pass a ten (10) year background check and pre-employment drug test
• Must be legally eligible to work in the country in which the position is located (U.S. work authorization 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 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, 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

• Equipment: Computer and other office equipment
• Environment: Traditional office setting
• Physical Effort: Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently

Pay

The base pay range for this position is between $25.00 and $30.00 per hour. Base pay is one component of JetBlue’s total compensation package, which may also include performance bonuses, restricted stock units, healthcare benefits, a 401(k) plan with company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, and free space available travel on JetBlue.