Analyst, AACU Technology Service Desk (Fort Worth, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Triage","Troubleshooting","Problem resolution","Communication","Teamwork"]

Provide Tier 1 first-level support through a 24/7 service desk for employees and vendors, handling incidents and requests for application software and infrastructure. Triage, troubleshoot, diagnose, and resolve desktop, network, software, and batch scheduling issues, while monitoring service levels and uptime. Log and escalate tickets as needed, communicate progress clearly to non-technical users, and support enterprise job scheduling (OpCon) for Credit Union batch processing.

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FursaFursa
American Airlines Group
American Airlines Group
3 days ago

Analyst, AACU Technology Service Desk (Fort Worth, TX, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Provide Tier 1 first-level support through a 24/7 service desk for employees and vendors, handling incidents and requests for application software and infrastructure. Triage, troubleshoot, diagnose, and resolve desktop, network, software, and batch scheduling issues, while monitoring service levels and uptime. Log and escalate tickets as needed, communicate progress clearly to non-technical users, and support enterprise job scheduling (OpCon) for Credit Union batch processing.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide initial assessment, triage, research, and resolution of incidents and requests for application software and infrastructure components.
  • •Deliver technical support for computer and telecom incidents, desktop hardware/software, and third-party applications.
  • •Troubleshoot, diagnose, and resolve complex desktop, network, software application, and batch scheduling problems.
  • •Maintain a positive end-user support experience by communicating promptly on progress and explaining technical issues to non-technical users.
  • •Log calls and tickets, monitor service levels and system uptime/completeness, and support OpCon enterprise job scheduling and batch processing.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •Bachelor’s degree in Computer Science, Management Information Systems, or related field, or two years of equivalent progressive experience.
  • •Technology Service Desk experience.
  • •Experience supporting desktop and server operating systems and associated applications (browsers; shared software).
  • •Knowledge of Microsoft applications administration, including installation and support of browsers and Microsoft Office.
  • •Knowledge of TCP/IP, DNS, and DHCP, plus Microsoft Active Directory and Citrix support.
Education:Bachelor's in Computer Science, Management Information Systems, or related field
Skills:TriageTroubleshootingProblem resolutionCommunicationTeamwork
Tech Stack:Microsoft OfficeWordExcelAccessOutlookPowerPointWebEx teamsTCP/IPDNSDHCPMicrosoft Active DirectoryCitrixSolarWindsOpConSMA OpConSmart phonesTelecom/telephone infrastructureBatch schedulingEnterprise job scheduling

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn