Analyst, AACU Technology Service Desk

About the position

The Analyst position at American Airlines is an entry-level role within the Technology Team, specifically focused on providing Tier 1 support for technology services through the Credit Union's 24/7 Service Desk. The role involves troubleshooting and resolving various technical issues, ensuring a positive user experience, and maintaining compliance with relevant regulations.

Responsibilities

  • Provide initial assessment, triage, research, and resolution of incidents and requests regarding application software and infrastructure components.
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  • Provide technical support for computer and telecom incidents, desktop hardware/software, and third-party applications.
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  • Troubleshoot, diagnose, and resolve complex desktop, network, software application, and batch scheduling problems.
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  • Create a positive end user support experience and build strong relationships through effective communication and timely resolution.
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  • Log all calls, monitor service levels, and provide callbacks or escalations on open tickets.
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  • Perform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessary.
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  • Respond to technical support requests via telephone, email, and in-person in a friendly manner.
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  • Monitor and support the enterprise job scheduling system (Opcon) and all operational batch processing.

Requirements

  • Bachelor's Degree in Computer Science, Management Information Systems, or related field, or two years of equivalent progressive experience.
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  • Skilled in Microsoft Office software (Word, Excel, Access, Outlook, PowerPoint).
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  • Knowledge of TCP/IP, DNS, and DHCP.
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  • Knowledge of Microsoft Active Directory and Citrix.
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  • Ability to monitor networks using SolarWinds.
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  • Ability to support Telecom/Telephone application/infrastructure.

Nice-to-haves

  • Technology Service Desk experience.
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  • Experience in desktop and server operating systems and associated applications.
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  • Knowledge and experience supporting audio-visual equipment for conference rooms.
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  • Ability and desire to learn Credit Union products and services.

Benefits

  • Health insurance
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  • Dental insurance
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  • Flexible spending account
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  • Employee assistance program
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  • Vision insurance
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  • Pet insurance
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