Associate Analyst/Analyst, IT Help Desk

American Airlines is hiring an Associate Analyst/Analyst for the IT Help Desk team. In this onsite role in Phoenix, AZ, you will deliver first-level support to end users across hardware and software environments, troubleshoot issues by phone, and escalate when problems require deeper expertise.

Role Overview

This position is part of the Information Technology Team within the Information Technology Division. The role focuses on providing first-level problem troubleshooting via telephone for technology supported system-wide, with coverage in a 24x7 environment.

Key Responsibilities

• Resolve issues that can be handled over the phone; refer more complex problems to the appropriate product group when needed.
• Provide first level support for PC hardware and Network environments including Windows 7 and Windows XP, plus Mainframe environments including UNIX and IBM.
• Perform problem determination across technology areas such as Voice, WAN, LAN, PC, Laptop, Password Resets, Network printers, and Mobile devices.
• Interact with internal teams, external support teams, and third party vendors to identify and correct core problems.
• Simulate or recreate user problems to identify and resolve operating difficulties.
• Maintain daily awareness of system-wide changes, outages, and issues.
• Escalate incidents to escalation teams to ensure customer resolution.
• Provide timely communication, oral or written, to Level 2 support or other management personnel as required.
• Promptly consult Level 2 support or other management regarding quality issues to confirm acceptability or determine next steps.
• Work overtime as necessary and when approved.
• Maintain confidentiality regarding employee, company, and customer information.
• Demonstrate commitment to and compliance with company and departmental policies, procedures, and practices.
• Support shift work as required for a 24x7 IT coverage environment.

AI and Automation Focus

• Provide experience with development and/or implementation of Generative AI.
• Support knowledge or experience with genrative AI and virtual assistants used to assist with repetitive tasks.

Required Qualifications

• Technical degree and/or equivalent experience.
• 1 year of Help Desk and/or customer service experience.
• 1 year of troubleshooting experience with service desk environments.
• Knowledge and/or experience with internal server/mainframe applications: Shares, QIK, IBM/TSO/TPX, and SCEPTRE.
• Apple certification (Apple Genius).
• A+ Certification.
• Strong interpersonal, written, and verbal communication skills.
• Ability to multi-task in a stressful environment.
• Strong problem-solving and analytical skills.

Technologies You May Support

• Windows 7, Windows XP
• UNIX, IBM
• Voice, WAN, LAN
• PC, Laptop, Network printers, Mobile devices
• Shares, QIK, IBM/TSO/TPX, SCEPTRE
• Generative AI, virtual assistants
• Apple Genius, A+

Benefits

• Travel Perks: 365 destinations on more than 6,800 daily flights across the global network.
• Health Benefits: health, dental, prescription, and vision benefits (on day one), plus virtual doctor visits and flexible spending accounts.
• Wellness Programs.
• 401(k) Program.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

Notes on Role Functions

The responsibilities listed reflect the role’s current scope. Management may modify the job or require additional tasks be performed when appropriate, while observing legal obligations and any collective bargaining obligations.