IBM Support Jobs

1 job found

1mo ago

Associate Analyst/Analyst, IT Help Desk

American Airlines Phoenix, AZ

Phoenix, AZ

1mo ago Closed

Full time Analyst Application Support Computer Skills

This position is no longer accepting applications (closed Jul 3, 2026).

Job Description

Benefits

This onsite IT Help Desk role is based in Phoenix and emphasizes a benefits-forward culture. The package includes Travel Perks, Health Benefits, Wellness Programs, a 401(k) Program, and Additional Benefits to support you personally and professionally.

Travel Perks
Health Benefits
Wellness Programs
401(k) Program
Additional Benefits

Responsibilities

Resolve issues that can be addressed over the phone; when needed, route complex problems to a qualified support technician
Offer first-level support to end users for PC hardware and Network issues in Windows 7 and Windows XP environments, and for Mainframe systems (UNIX/IBM)
Perform problem determination across technology domains including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, and Dot Matrix printers
Collaborate with internal and external support teams and third-party vendors to identify and fix root causes
Replicate user-reported issues to diagnose and resolve operating difficulties
Monitor system-wide outages and issues on a daily basis
Escalate incidents to escalation teams to ensure timely resolution
Provide timely oral or written updates to Level 2 support and other management as needed
Consult Level 2 support or management on quality concerns to determine the next steps
Work overtime as needed and when approved
Maintain confidentiality of employee, company, and customer information
Demonstrate commitment to and compliance with all company and departmental policies, procedures and practices
Shift work is required to support 24x7 IT coverage

Requirements

Technical degree or equivalent experience
Minimum two years in a help desk or customer service role
At least two years troubleshooting experience in service desk environments
Knowledge or experience with internal server/mainframe applications such as Shares, QIK, IBM/TSO/TPX, and SCEPTRE
Apple Certification (Apple Genius)
A Plus Certification
Strong interpersonal, written, and verbal communication skills
Ability to multi-task in a fast-paced, high-stress environment
Strong problem-solving and analytical skills

Technologies

Windows 7
Windows XP
UNIX
IBM
Shares
QIK
IBM/TSO/TPX
SCEPTRE

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