Associate Analyst IT CTS

jetBlue Airways •

Montego Bay, Saint James, Jamaica

Position Type: Permanent

Job Description:

Position Title: Associate Analyst IT Crewmember Technology Services Support (MBJ,KIN)

Position Summary

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 Montego Bay, Jamaica but will need to make regular visits to Kingston Jamaica
Other duties as assigned

Job Requirements:

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
Certifications (Microsoft, Networking, programming languages)
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)

Job Ident #: 53518

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Associate Analyst IT CTS

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