Overview

Full Job Description
Position Summary

The Associate 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
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 experience in IT hardware and application support
Experience supporting latest operating systems
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
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

Certifications (Microsoft, Networking, programming languages)
Two (2) year 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
Able to work variable hours, flexible shifts, including holidays and weekends
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
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 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)

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