AA Jobs in Winston Salem – Associate Analyst

Job Description:

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Job Responsibilities:

• 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/24×7 IT coverage environment
• ​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

Job Requirements:

• 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
• Technical degree and/or equivalent experience
• 2 years Help Desk and/or customer service experience
• Ability to multi-task in a stressful environment
• Strong problem-solving and analytical skills

Job Details:

Company:  American Airlines

Vacancy Type:  Full Time

Job Location: Winston Salem, NC, US

Application Deadline: N/A

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