Tech Support Analyst | Incident Triage & Systems Help

American Airlines; Frankfort (KY); On-site; USD 27,552 - 41,328; Full time

Benefits offered by this job

Flight perks

Health benefits

401(k) plan

Employee discounts

Job summary

American Airlines in Frankfort, KY seeks an Analyst to join our IT service team. You will assess and triage incidents, research issues, and resolve technical requests regarding utility software and infrastructure.

The role requires a bachelor’s degree and strong communication to explain technical concepts to non-technical colleagues. You’ll log calls, monitor service levels, and support OpCon scheduling and batch processing.

Qualifications

• Bachelor’s degree in computer science, MIS or related field, or equivalent experience.
• Strong problem-solving and technical support skills.
• Experience with incident triage and service desk tasks.

Responsibilities

• Assess, triage, research, and resolve incidents related to utility software and infrastructure.
• Provide technical help for computer and telecom incidents, hardware/software issues.
• Log calls, monitor service levels, and escalate as needed.
• Explain technical situations to non-technical users.
• Support OpCon scheduling and batch processing.

Skills

Microsoft Office

TCP/IP knowledge

DNS/DHCP knowledge

Citrix

OpCon scheduling

Customer support

Interpersonal communication

Fast-paced environment

Education

Bachelor's degree or equivalent

Tools

OpCon

WebEx

Job description

American Airlines in Frankfort, KY seeks an Analyst to join our IT service team. You will assess and triage incidents, research issues, and resolve technical requests regarding utility software and infrastructure.

The role requires a bachelor’s degree and strong communication to explain technical concepts to non-technical colleagues. You’ll log calls, monitor service levels, and support OpCon scheduling and batch processing.