Specialist/Sr Specialist, Technical Operations Support Desk

American Airlines; Fort Worth (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Employee discounts

Job summary

American Airlines in Fort Worth, TX is seeking a Specialist/Sr Specialist in Technical Operations Support Desk to provide business assistance and support for Technical Operations systems, including SCEPTRE, SAFE, APC, LMO, and BLAST. You will troubleshoot, configure, and coordinate with end users across departments.

The role requires handling complex issues, building cross-functional relationships, occasional travel, and the ability to work 24/7 shifts and holidays.

Qualifications

• High School diploma or GED equivalency.
• 3 years' experience in customer facing/service or related work.
• Knowledge of supply procedures and inventory/warehousing context is preferred.

Responsibilities

• Develops solutions for complex compliance performance issues across systems.
• Captures requirements and tracks issues with minimal supervision.
• Provides periodic training to team members.
• Recommends user-friendly solutions when appropriate.
• Builds cross-functional relationships with business owners and locations.
• Escalates critical issues for prompt resolution.
• Facilitates root cause analysis for system defects.
• Outlines containment actions and short-term workarounds.
• Identifies actions to improve operational performance.
• Acts as analytical resource and troubleshoots operational systems.
• Communicates system irregularities to stakeholders.
• Collaborates with Project Management and leadership to set priorities.
• Travel required; able to work 24/7 shifts and holidays.

Skills

Operational systems troubleshooting

Supply chain concepts

Customer service

Multitasking

Analytical problem solving

Microsoft Office

Education

High School diploma or GED

Some college or customer service training

Tools

SCEPTRE

SAFE

APC

LMO

BLAST

Job description

Specialist/Sr Specialist, Technical Operations Support Desk View Profile

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Specialist/Sr Specialist, Technical Operations Support Desk Posting Start Date: 9/11/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 88004

Intro

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!

Why you'll love this job

• This job is a member of the Tech Ops Support Desk Team within the Supply Chain Department of the Integrated Operations Division.
• Responsible for providing business assistance and support for incoming queries and issues related to Technical Operations, SCEPTRE, SAFE, APC, LMO, BLAST, and any other future Technical Operations' systems. This position also supports a customized working solution while trouble shooting problems and any application related issues. It provides system configuration support, open error logs, and works directly with end users to resolve and close them out.

What you'll do

• Facilitates the development of solutions for complex compliance performance problems involving multiple issues or individual items
• Captures requirements, tracks and resolves application/operational issues and utilizes appropriate tools to solve these with minimal supervision
• Provides periodic support and training to team members
• Recommends user friendly solutions when appropriate
• Builds relationships and coordinates cross-functionally with all Business owners, operations, and locations
• Escalates significant issues impacting users for prompt resolutions
• Coordinates and facilitates root cause analysis for system defects that impact systems reliability
• Outlines containment activities and short term alternate solutions as stop gap until corrective action is fully implemented
• Seeks out action plans and recommends actions to improve operational performance
• Identifies and resolves high priority and high profile performance issues
• Provides support as an analytical resource
• Communicates system irregularities to the appropriate parties
• Interacts with Project Management and Business leadership teams to help set direction and determine priorities while working collaboratively with user groups
• Some travel required
• Must be able to work shift work and holidays in a 24/7 operation
  

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED equivalency
• 3 years' experience customer facing/service training and/or applied work experience

Preferred Qualifications- Education & Prior Job Experience

• Some college or customer service training
• Knowledge of American Airlines, Supply procedures with background in Inventory Control/Warehousing, Purchasing and Aircraft Maintenance

Skills, Licenses & Certifications

• Ability to handle a variety of operational systems issues and customer complaints
• Possesses an operational understanding of supply chain concepts, with work or internship experience applying those concepts
• Good customer facing and service skills
• Self-directed and resourceful with the ability to handle multiple, simultaneous tasks with exhibited follow through and initiative
• Understanding and use of technical tools for analysis, problem solving, and quality improvement
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc.

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Cities: Fort Worth - TX
Requisition ID: 88004

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