Job Details


Company name
American Airlines

Phoenix, AZ

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Associate Analyst, IT Operations Help Desk Part Time




Location: Regents Centre North (PHX-52N1)

Additional Locations: None

Requisition ID: 12373

Job Description

Provide first-level problem troubleshooting via the telephone for all hardware and software supported by Technologies system-wide.

Principal Duties and Responsibilities

Provides resolution to problems that can be solved over the phone and when necessary, refers more complex problems to a qualified support technician

Provides Intermediate level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments

Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.

Interacts with internal and external support teams and third party vendors to identify and correct core problems

Simulates or recreates user problems to resolve operating difficulties

Maintains daily awareness of outages and issues system wide

Escalates incidents to escalation teams to ensure customer resolution

Provides timely communication (oral or written) to the support or other management personnel as needed

Promptly consults support or other management personnel regarding quality issues to determine acceptability or course of action

Works overtime as necessary and when approved

Maintains confidentiality regarding employee, company and customer information

Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices

Shifts work required / 24x7 IT coverage environment

Job Qualifications

Technical degree preferred and/or equivalent experience

Apple certification (Apple Genius) preferred

A Certification preferred

2 years Help Desk and/or customer service experience

2 years troubleshooting experience with service desk environments

Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX and SCEPTRE

Strong interpersonal, written and verbal communication skills

Ability to multi-task in a stressful environment

Strong problem-solving and analytical skills

Additional Locations: None

Requisition ID: 12373

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.

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American Airlines

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Company info

American Airlines
Website :

Company Profile
At the company's annual meeting in May 1982, stockholders approved a plan of reorganization under which a new holding company, AMR Corporation, was formed and became the parent company of American Airlines. The reorganization took effect on Oct. 1, 1982. The formation of AMR had no effect on day-to-day operations of American, but it did – and still does – provide the company with access to sources of financing that otherwise might not be available. The holding company structure also allows the company to take advantage of appropriate new opportunities. The name "AMR" was taken from the airline's three-letter New York Stock Exchange trading symbol. It simply stands for "American."

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