Introduction to American Airlines and the RoleAre you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll handle challenges with flexibility and ease, mastering new skills and propelling your career while having a great time. Feel free to enhance both your personal and work life and jump start your career with one of the world's leading airlines.About the Company and IndustryAmerican Airlines is a major airline with a rich history, dedicated to providing excellent customer service and ensuring the safety of its passengers. The airline operates a vast network of flights, connecting people and places around the globe. As a leader in the aviation industry, American Airlines is committed to innovation, sustainability, and diversity. By joining our team, you'll become part of a dynamic and inclusive work environment that values its employees and offers opportunities for growth and development.Why You'll Love This JobThis role is a member of the Information Technology Group within the Information Technology Division. As an Associate Analyst, you'll be responsible for providing first-level issue troubleshooting via phone for all hardware and software supported by the IT infrastructure. You'll have the opportunity to work with a talented team of professionals, collaborate with internal and external support groups, and develop your technical skills in a fast-paced and dynamic environment.Key ResponsibilitiesSome of the key responsibilities of this role include:• Providing goal-oriented solutions to issues that can be resolved via phone, and when necessary, referring more complex issues to a certified support specialist• Offering first-level support to end-users for PC hardware and Network (Windows 7/Windows XP environments) and Mainframe (UNIX/IBM) environments• Conducting issue determination for the IT areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, and more• Reproducing or replicating customer issues to determine operational difficulties• Maintaining daily awareness of outages and issues system-wide• Escalating incidents to escalation teams to ensure customer resolution• Providing effective communication (verbal or written) to Level 2 support or other management personnel, as needed• Directly consulting with Level 2 support or other management staff regarding quality issues to determine effectiveness or policy• Staying at work beyond regular hours as needed and when approved• Maintaining confidentiality regarding employee, company, and customer data• Demonstrating commitment to and compliance with all company and departmental policies, procedures, and practicesEssential QualificationsTo be successful in this role, you'll need:• A Bachelor's degree or equivalent experience• 4+ years of Help Desk or customer care experience• 4+ years of troubleshooting experience with a service desk environment• Knowledge and/or experience with internal server/mainframe applications, such as Sabre, QIK, IBM/TSO/TPX, and StaffPreferred QualificationsWhile not required, the following qualifications are preferred:• Apple certification (Apple Genius)• A+ CertificationSkills and CompetenciesTo excel in this role, you'll need:• Solid interpersonal, written, and verbal communication skills• Ability to multitask in a stressful environment• Solid problem-solving and analytical skillsCareer Growth Opportunities and Learning BenefitsAt American Airlines, we're committed to helping our employees grow and develop in their careers. As an Associate Analyst, you'll have access to a range of training and development programs, including:• Technical training and certification programs• Leadership development programs• Mentorship opportunities• Cross-functional training and rotation programsWork Environment and Company CultureOur work environment is dynamic, inclusive, and supportive. We value diversity and promote a culture of respect, empathy, and open communication. As an employee of American Airlines, you'll be part of a team that:• Embraces diversity and promotes inclusion• Supports work-life balance and flexibility• Encourages open communication and feedback• Recognizes and rewards outstanding performanceCompensation, Perks, and BenefitsWe offer a competitive salary and a range of benefits, including:• Medical benefits: health, dental, prescription, and vision coverage• Wellness programs: virtual doctor visits, flexible spending accounts, and more• 401(k) program: available upon hire, with employer contributions available after one year• Additional benefits: employee assistance program, pet insurance, and discounts on hotels, cars, cruises, and moreConclusionIf you're looking for a challenging and rewarding role with a leading airline, we encourage you to apply for this exciting opportunity. As an Associate Analyst with American Airlines, you'll be part of a dynamic team, working together to provide exceptional customer service and support. Don't miss out on this chance to take your career to new heights and join our team of dedicated professionals. and start your journey with American Airlines! and become a part of the American Airlines team!Apply for this job