Global IT Desktop Support Technician

American Airlines; New York (NY); On-site; USD 73,000 - 131,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Other Benefits

Job summary

American Airlines is seeking an experienced IT professional to support end-user desktops and peripherals across our operations in New York. You will respond to Helpdesk escalations, contribute to desktop project work, and diagnose issues using remote tools.

Responsibilities include training and collaborating with other departments, documenting interactions in our incident management system, and performing data recovery or migrations when needed. Expect varied shifts and travel as required.

Qualifications

• Associate / Bachelor Degree in Computer Science, Information Systems, or other related field or equivalent work experience/training
• 5 years’ of demonstrable ‘hands‑on’ IT work experience supporting and resolving diverse PC desktop software and hardware issues
• Must have firsthand experience supporting desktop computers in a Windows/TCPIP environment
• A certification is preferred (MCSE/MCP a plus)
• Previous IT infrastructure experience in Airline/Airport environment

Responsibilities

• Resolves and closes tickets/work orders supporting end-user desktops and peripherals
• Responds to customer support issues escalated from the Helpdesk
• Contributes to desktop projects (global installs/upgrades) as a project team member
• Remotely diagnoses and resolves requests utilizing remote tools
• Troubleshoots and collaborates with other departments to assist with infrastructure related issues
• Documents customer interactions in incident management system including asset management
• Recovers data from hard disk drives and/or perform data migration
• Supports remote access for virtual private network connectivity as well as wireless/broadband connectivity for laptops
• Installs and configures local and network based printers
• Performs preventative maintenance
• Works various shifts, holidays, on-call and travel as required
• Follows management guidance, adhering to IT policy and procedure
• Performs other duties as requested
• Travels, as required

Skills

Windows OS

Ticketing systems

VPN connectivity

Independence & teamwork

Lifting 30 lbs

Education

Associate / Bachelor Degree in Computer Science or related field

5 years’ hands-on IT experience

Windows/TCPIP experience

Job description

American Airlines is seeking an experienced IT professional to support end-user desktops and peripherals across our operations in New York. You will respond to Helpdesk escalations, contribute to desktop project work, and diagnose issues using remote tools.

Responsibilities include training and collaborating with other departments, documenting interactions in our incident management system, and performing data recovery or migrations when needed. Expect varied shifts and travel as required.