Associate Analyst/Analyst, IT Help Desk

The Associate Analyst / Analyst in IT Help Desk provides first-line telephone support for hardware and software, performing initial troubleshooting and coordinating with Level 2 and other teams. This onsite role is based in Phoenix, AZ, and supports a 24/7 IT coverage environment requiring shift work.

Responsibilities

• Resolve issues that can be addressed over the phone, escalating more complex problems to a qualified support technician when needed.
• Deliver first-level support to end users for PC hardware, network environments (Windows 7 and Windows XP), and mainframe environments (UNIX and IBM).
• Perform problem determination across technology areas including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, and Dot Matrix printers.
• Coordinate with internal and external support teams and third-party vendors to identify and correct core problems.
• Simulate or reproduce user issues to diagnose and resolve operational difficulties.
• Maintain awareness of outages and system-wide issues on a daily basis.
• Escalate incidents to escalation teams to ensure timely customer resolution.
• Provide timely communication, in oral or written form, to Level 2 support or other management personnel as needed.
• Consult with Level 2 support or management regarding quality issues to determine appropriate action.
• Work overtime as necessary and with prior approval.
• Maintain confidentiality regarding employee, company, and customer information.
• Demonstrate commitment to compliance with all company and departmental policies, procedures, and practices.
• Support shift work requirements to sustain 24x7 IT coverage.

Requirements

• Technical degree and/or equivalent experience.
• Two years of Help Desk and/or customer service experience.
• Two years of troubleshooting experience within service desk environments.
• Knowledge and/or experience with internal server and mainframe applications such as Shares, QIK, IBM/TSO/TPX, and SCEPTRE.

Technologies

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

Benefits

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

Skills, Licenses & Certifications

• Strong interpersonal, written, and verbal communication skills
• Ability to multi-task in a high-pressure environment
• Strong problem-solving and analytical abilities

Feel Free to Be Yourself at American

American Airlines emphasizes inclusion and diversity as the foundation of its dynamic workforce. The company sponsors more than 20 Employee Business Resource Groups designed to connect team members with customers, suppliers, communities, and shareholders, helping individuals reach their full potential and fostering an inclusive work environment to meet a diverse world’s needs.

The message highlights pride in contributing to the world’s largest airline and caring for people on life’s journey. The company invites authentic participation and authentic contributions as part of its culture.