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Title:  Associate Analyst IT CTS


Montego Bay, St. James, JM Kingston, JM

Req ID:  53518
Category:  Information Technology



Position Title: Associate Analyst IT Crewmember Technology Services Support (MBJ,KIN)



Position Summary

The Associate Analyst IT Crewmember Technology Services (CTS) Support supports JetBlue Crewmembers from within a team environment. They are responsible for assuring JetBlue Crewmembers are provided efficient and timely first and second level support and provide technical support to all Crewmembers and Crewmember Technologies. This role identifies, finds, and solves technical issues, and answers Crewmembers requests for technical support. They will also record, track, and monitor requests to ensure timely resolution.

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
  • Based in Montego Bay, Jamaica but will need to make regular visits to Kingston Jamaica
  • 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 Jamaica and the United States
  • Must be able to acquire a valid visa to travel to the US
  • Experience using desktop deployment packages
  • Must pass a ten (10) year background check and pre-employment drug test
  • Must be legally eligible to work in the country in which the position is located. This position is not eligible for visa sponsorship

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 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
  • Knowledge of MDM solutions such as Workspace ONE and Microsoft Intune
  • Knowledge of Audio-Visual solutions

Crewmember Expectations

  • 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))


  • 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)



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.

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