The Associate Analyst IT Crewmember Technology Services (CTS) Support supports JetBlue Crewmembers from within a team environment. They are responsible for assuring JetBlue Crewmembers are provided efficient and timely first and second level support and provide technical support to all Crewmembers and Crewmember Technologies. This role identifies, finds, and solves technical issues, and answers Crewmembers requests for technical support. They will also record, track, and monitor requests to ensure timely resolution.
Essential Responsibilities
Provides support for all JetBlue hardware/applications including telephony and mobile devices
Provides excellent onsite and remote Customer Service for JetBlue Crewmembers
Coordinates resolution of incidents/requests from beginning to end with internal and external resources
Monitors and supports systems
Maintains and supports user access
Facilitates software package rollouts and maintenance
Collaborates with all Information Technology (IT) disciplines
Works to achieve first-touch resolution with all issues
Maintains documentation of requests per JetBlue standards
Maintains and updates knowledge base documentation with most relevant information
Coordinates response for major incidents and outages
Based in Santo Domingo, Dominican Republic but will need to make regular visits to other Cities in the Dominican Republic. (STI & PUJ)
Other duties as assigned
Minimum Experience And Qualifications
High School Diploma or General Education Development (GED) Diploma
One (1) year of experience providing first level IT Support in a large organization
Experience supporting latest operating systems, or successful completion of IT for Everyone certification via Coursera
Experience implementing and supporting applications
Available for overnight travel (up to 50%)
In possession of valid travel documents with the ability to travel in and out of Jamaica and the United States
Must be able to acquire a valid visa to travel to the US
Experience using desktop deployment packages
Must pass a ten (10) year background check and pre-employment drug test
Must be legally eligible to work in the country in which the position is located. This position is not eligible for visa sponsorship
Preferred Experience And Qualifications
Bachelor’s Degree
Two (2) years’ experience in IT hardware and application support
One (1) year of experience in a call center environment
Knowledge of Microsoft desktop and server products
Knowledge of Exchange and Office Suite
Knowledge of LAN environment using TCP/IP, DHCP, DNS
Knowledge of telephony, messaging, and infrastructure (VOIP and POTS)
Knowledge of mobile devices
Knowledge of MDM solutions such as Workspace ONE and Microsoft Intune
Knowledge of Audio-Visual solutions
Crewmember Expectations
Regular attendance and punctuality
Potential need to work flexible hours and be available to respond on short notice
Able to maintain a professional appearance
When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun
Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP), JEMS or Safety Action Report (SAR))
Equipment
Computer and other office equipment
Work Environment
Traditional office environment
Physical Effort
Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
Travel Arrangements, Airlines and Aviation, and Hospitality
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