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Title:  Associate Analyst IT Support CTS

Location: 

Boston, MA, US, 02128

Req ID:  39083

IMPORTANT UPDATE:  Every decision JetBlue has made throughout the pandemic has been with our safety value front and center. Whether it’s requiring masks, or many of the other health and safety protocols we’ve had to navigate during the pandemic, all of these efforts have been focused on making the workplace and air travel safer for you and our Customers. As part of our commitment to health and safety, COVID-19 vaccines are required for all JetBlue employees. New hire employees must be fully vaccinated prior to the start of training.

Position Summary

The Associate IT CTS Support Analyst provides support to JetBlue’s IT environment, including maintaining and supporting all hardware and applications utilized by JetBlue.

 

Essential Responsibilities

  • 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
  • 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
  • Experience using desktop deployment packages
  • Pass a ten (10) year background check and pre-employment drug test
  • Legally eligible to work in the country in which the position is located

 

Preferred Experience and Qualifications

  • Bachelor’s Degree
  • Two (2) years’ experience in IT hardware and application support
  • Certifications (Microsoft, Networking, programming languages)
  • One (1) year 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

 

Crewmember Expectations:

  • Regular attendance and punctuality
  • Potential need to work flexible hours and be available to respond on short-notice
  • Well-groomed and 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))

 

Equipment:

  • Computer and other office equipment

 

Work Environment:

  • Traditional office environment

 

Physical Effort:  

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

 

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JetBlue Airways is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.


Nearest Major Market: Boston

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