Analyst, AACU Technology Service Desk

Job Description Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Feel free to enrich both your personal and work life and hop on board!

This job is a member of the Technology Team within the American Airlines Credit Union. The role is responsible for providing Tier 1 first level support of technology services & support to employees/vendors (internal and external) through the Credit Union’s 24/7 Service Desk.

• Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and infrastructure components
• Provide technical support for (but not limited to) the following areas: computer and telecom incidents, desktop (hardware/software), third-party software/hardware applications
• Troubleshoot, diagnose and resolve complex desktop, network, software application and batch scheduling problems
• Work to create a positive end user support experience and build strong relationships through deep problem understanding, timely resolution or escalation, communicating promptly on progress all while displaying a professional attitude/appearance
• Log all calls and offers triage services on first contact, monitor service levels, provide callback or escalation on open tickets, and monitor all systems and scheduling for uptime and completeness
• Perform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessary
• Respond to telephone calls, email, and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals
• Monitor and support the enterprise job scheduling system (Opcon) and all Credit Union operational batch processing
• The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

Minimum Qualifications
- Education & Prior Job Experience

• Bachelor’s Degree in Computer Science, Management Information Systems or related field, or two years of equivalent progressive experience

Preferred Qualifications
- Education & Prior Job Experience

• Technology Service Desk experience
• Experience in desktop operating systems, server operating systems, and associated applications (browsers; shared software)
• Experience in understanding Microsoft Applications administration including the installation and support of browsers and Microsoft Office
• Knowledge and experience providing technological support and troubleshooting for hardware components such as laptops, keyboards, mice, monitors, printers, docking stations, etc.
• Knowledge and experience supporting audio-visual equipment for conference rooms and common areas in the building

Skills, Licenses & Certifications

• Skilled in Microsoft Office software (e.g., Word, Excel, Access, Outlook, PowerPoint) gained through either work experience with the software or education and hands‑on use of the software
• Knowledge of collaboration tools, such as Web Ex teams
• Ability and desire to learn Credit Union products and services and associated applications, technology and terminology
• Knowledge of TCP/IP, DNS, and DHCP
• Knowledge of Microsoft Active Directory and Citrix
• Knowledge and support of hardware components, such as laptops, keyboards, mice, monitors, printers, docking stations, etc.
• Skilled in support of smart phones
• Ability to monitor networks using Solar winds
• Ability to support Telecom/Telephone application/infrastructure
• Knowledge of Software & Management Associate's (SMA) OpCon scheduling software
• Ability and desire to learn company products and services and associated applications, technology,…