Analyst IT Support CTS

Position Summary

The IT CTS Support Analyst provides support to JetBlue's IT environment, including maintaining and supporting all hardware and applications utilized by JetBlue.

Essential Responsibilities

• Provides support for all JetBlue hardware/applications including telephony and mobile devices
• Provides excellent onsite and remote Customer Service for JetBlue Crewmembers
• Serves as escalation point and provides Tier 2 and 3 support
• Acts as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams
• Coordinates resolution of incidents/requests from beginning to end with internal and external resources.
• Monitors, maintains and supports systems and user access
• Facilitates software package rollouts and maintenance
• Collaborates with all Information Technology (IT) disciplines
• Works to achieve first-touch resolution with all issues
• Collaborates with non-IT teams on projects including Moves/Adds/Changes
• Maintains documentation of requests per JetBlue standards
• Creates, 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 Diploma (GED)
• Three (3) years' experience in IT hardware and application support
• Experience supporting latest operating systems
• Experience implementing and supporting applications
• Experience using desktop deployment packages
• Pass a ten (10) year background check and pre-employment drug test
• Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

• Bachelor's Degree
• Certifications (Microsoft, Networking, programming languages)
• One (1) years' 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

Working Conditions:

Crewmember Expectations:

• Regular attendance and punctuality
• Available for occasional overnight travel (40%)
• Able to work variable hours, flexible shifts, including holidays and weekends
• Potential need to work flexible hours and be available to respond on short-notice
• Well groomed 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

• 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 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) or Safety Action Report(SAR))

Equipment:

• Computer and other office equipment

Work Environment:

• Normal Office Environment

Physical Effort:

• Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)