Job Description
This job is a member of the Information Technology Team within the Information Technology Division. Responsible for providing first-level problem troubleshooting via the telephone for all hardware and software supported by Technologies system-wide.
Benefits and Offers
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Duties and Responsibilities
Your main responsibilities in this role include the following:
Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician
Provides first 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.
May interact 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 Level 2 support or other management personnel, as needed
Promptly consults Level 2 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
Shift work required/24x7 IT coverage environment
Job Requirements
Technical degree and/or equivalent experience
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
Apple certification (Apple Genius)
A+ Certification
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