Support Analyst - IT

About the role

United's Digital Technology team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Responsibilities

• Provide technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution, and timeliness
• Provide support for user identified errors and system alarms and alerts; route and restore technical service and equipment incidents by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures
• Escalate issues as necessary; maintain frequent interaction with all types of end-user customers; must be effective in interpersonal communications and problem solving
• Follow through with resolution using documentation provided by infrastructure, application, and development groups
• Submit changes to the knowledge database
• Work in a team setting, sharing information, and assisting others
• Serve as the first point of contact for IT issues, track and escalate incidents, and use tools like CMDB, Change, and Asset Management to resolve or route issues effectively
• Log, authenticate, and qualify service calls/incidents per SLAs, ensuring proper resolution and customer agreement before closure
• Provide updates and technical communication to customers, engage next-level support as needed, and ensure transparent internal and external updates on status
• Monitor IT systems for incidents, track open cases, review status changes, and ensure lifecycle completion
• Participate in team projects and leverage resources to enhance quality, efficiency, and customer satisfaction

Qualifications

• Bachelor's degree or 4 years of relevant work experience in Information Technology
• 1+ years of experience in information technology and application support
• Ability to communicate verbally and in writing with all levels of employees
• Ability to work a 24x7 schedule fully onsite in Arlington Heights, IL
• Experience with ServiceNow and Cisco
• Project Management experience
• Team focus
• Must have a strong technical aptitude and ability to grasp new technical concepts quickly
• Excellent problem-solving and organizational skills
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Preferred qualifications

• Airline industry experience
• Automation experience

Pay

The base pay range for this role is $66,500.00 to $86,616.00. The base salary range/hourly rate listed is dependent on job-related factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

Benefits

• Medical, dental, vision, life, accident & disability
• Parental leave
• Employee assistance program
• Commuter benefits
• Paid holidays
• Paid time off
• 401(k)
• Flight privileges