Associate Analyst CTSD

JetBlue; New York (NY); Hybrid; USD 49,000 - 64,000; Full time

Job summary

JetBlue is seeking an Associate Analyst IT CTS Service Desk to support crewmembers with first and second level IT assistance. The role covers hardware, telephony, and mobile devices, with emphasis on timely incident resolution and knowledge base upkeep.

The position requires a High School Diploma or GED, 1 year of IT helpdesk experience, and availability to travel up to 50% overnight. Hybrid work environment with rotating days is described.

Qualifications

• High School Diploma or GED required.
• One year of experience providing first level IT support.
• Must travel up to 50% overnight.
• Eligible to work in the United States without sponsorship.

Responsibilities

• Provide support for JetBlue hardware and applications, including telephony and mobile devices.
• Deliver onsite and remote customer service to crewmembers.
• Coordinate resolution of incidents/requests from start to finish with internal/external resources.
• Monitor and support IT systems and user access.
• Facilitate software rollouts and maintenance.
• Collaborate with IT disciplines to resolve issues.
• Aim for first-touch resolution and maintain knowledge base docs.
• Document requests per JetBlue standards and assist during major incidents.

Skills

First level IT support

Overnight travel

US work eligibility

Education

High School Diploma or GED

Tools

Microsoft Windows

Office 365

TCP/IP / DHCP / DNS

VOIP / Telephony

Exchange / Office Suite

Job description

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Long Island City, NY, US, 11101 Fort Lauderdale, FL, US, 33315 Boston, MA, US, 02128 Jamaica, NY, US, 11430 Los Angeles, CA, US, 90045-5830 Orlando, FL, US, 32827 Salt Lake City, UT, US, 84121

Category: Information Technology

Position Summary

The Associate Analyst IT CTS ( Crewmember Technology Services) Service Desk supports JetBlue crewmembers from within a team environment and is responsible for assuring JetBlue crewmembers are provided efficient and timely first and second level support. This role provides technical support to all crewmembers and crewmember technologies, and identifies, finds, and solves technical issues. The Associate Analyst also answers crewmembers’ requests for technical support, and records, tracks, and monitors requests to ensure timely resolution.

• 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
• Other duties as assigned

Minimum Experience and Qualifications

• 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 the United States
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship.

Preferred Experience and Qualifications

• 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
• 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))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment
• Traditional office environment (Hybrid with rotating office days)

Physical Effort:

• Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)

Compensation:

• The base pay range for this position is between $49,000.00 and $64,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.

JetBlue Airways is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other legally protected basis.

Nearest Major Market:

Brooklyn

Nearest Secondary Market:

New York City