IT Support Associate Analyst

2 weeks ago


Newark, New Jersey, United States JetBlue Full time

Position Overview:
The IT Support Associate Analyst plays a crucial role in ensuring the smooth operation of JetBlue's technological infrastructure. This position involves providing comprehensive support for all hardware and software utilized within the organization.

Key Responsibilities:
- Deliver exceptional onsite and remote customer service to JetBlue Crewmembers.
- Manage the resolution of incidents and requests from initiation to completion, collaborating with both internal and external resources.
- Monitor and maintain systems to ensure optimal performance.
- Support user access management and facilitate software deployment and maintenance.
- Work closely with various Information Technology (IT) teams to achieve effective solutions.
- Strive for first-contact resolution for all technical issues.
- Document requests in accordance with JetBlue standards and update knowledge base materials with relevant information.
- Coordinate responses for significant incidents and outages as needed.
- Perform additional duties as assigned.

Minimum Qualifications:
- High School Diploma or equivalent.
- At least one year of experience in IT hardware and application support.
- Familiarity with current operating systems and application support.
- Willingness to travel overnight up to 50% of the time.
- Valid travel documentation for international travel.
- Ability to pass a ten-year background check and pre-employment drug screening.
- Legally authorized to work in the country of employment.

Preferred Qualifications:
- Bachelor's Degree in a related field.
- Relevant certifications (e.g., Microsoft, Networking, programming languages).
- Two years of experience in IT support, particularly in a call center environment.
- Knowledge of Microsoft desktop and server applications, including Exchange and Office Suite.
- Understanding of LAN environments utilizing TCP/IP, DHCP, and DNS.
- Familiarity with telephony systems, messaging, and infrastructure (including VOIP and POTS).
- Experience with mobile device support.

Work Environment:
- Regular attendance and punctuality are essential.
- Flexibility to work varied hours, including weekends and holidays, may be required.
- Professional appearance and demeanor are expected at all times.

Safety Commitment:
- Embrace JetBlue's commitment to safety by acting as a Safety Ambassador, adhering to the Safety Management System (SMS) components, and reporting any safety concerns or incidents promptly.

Physical Requirements:
- Moderate physical activity may be necessary, including the ability to handle objects weighing up to 50 pounds occasionally and up to 20 pounds frequently.


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