The Associate Analyst CTS supports JetBlue Crewmembers from within a team environment. Responsible for assuring JetBlue Crewmembers are provided efficient and timely first and second level support. Provide technical support to all Crewmembers and Crewmember Technologies. Identifies, finds, and solves technical issues. Answers Crewmembers requests for technical support. 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
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 hardware and application support
One (1) year 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
And able to maintain a professional appearance
When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the 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 that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP), JEMS or Safety Action Report (SAR))
Equipment:
Computer and other office equipment
Work Environment:
Traditional office environment
On-Site 4 days a week. JFK Airport
Physical Effort:
Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)
Compensation:
The base pay range for this position is between $49,100 and $63,100 per year. Base pay is one component of JetBlue's total compensation package, which may also include access to healthcare benefits, a 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, and more.