Title:  Analyst IT CTS

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Position Title: Analyst IT Crewmember Technology Services Support (SDQ-DR) (On-Site)

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Position Summary

The IT Crewmember Technology Services (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 Apple products throughout the infrastructure, including Apple Provisioning Utility (APU’s), MacBooks, iPads, and iPhones.
• Provides support for all JetBlue hardware/applications including telephony and mobile devices.
• Provides excellent onsite and remote Customer Service for JetBlue crewmembers.
• Serves as escalation point and provides Tiers 2 and 3 support.
• Acts as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams.
• Coordinates resolution of incidents/requests from beginning to end with internal and external resources.
• Monitors, maintains, and supports systems and user access.
• Facilitates software package rollouts and maintenance.
• Collaborates with all Information Technology (IT) disciplines.
• Works to achieve first-touch resolution with all issues.
• Collaborates with non-IT teams on projects including Moves/Adds/Changes.
• Maintains documentation of requests per JetBlue standards.
• Creates, maintains, and updates knowledge base documentation with the most relevant information.
• Coordinates response for major incidents and outages.
• Utilize knowledge of common Cisco hardware and proficiently navigate console access to perform configuration, troubleshooting, and maintenance tasks effectively.
• Patch, trace, and troubleshoot network cabling to ensure uninterrupted connectivity.
• Setup and dismantle all local training events, including equipment configuration.
• Provide technical support to neighboring countries that will minimize cost and maximize response time, including quarterly on-site visits.
• Offer technical support as needed to Caribbean Region, optimizing cost efficiency and response times.
• Other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma or equivalent
• One (1) year of experience supporting Apple devices in an enterprise environment
• Three (3) years’ experience in IT hardware and application support
• Experience with Apple Provisioning Utility, Workspace One and JAMF
• Experience supporting latest operating systems
• Experience implementing and supporting applications
• Experience using desktop deployment packages
• Available for occasional overnight travel (40%)
• Must be in possession of valid travel documents with the ability to travel in and out of the country in which the position is located
• Must be able to acquire a valid visa to travel to the US
• 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
• Authorization to work in the country in which the position is located is required. This position is not eligible for visa or work permit sponsorship

Preferred Experience and Qualifications

• Bachelor’s Degree
• Certifications (Apple Certified Support Professional)
• Certifications (Microsoft, Networking, programming languages)
• Three (3) years’ 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
• Able to work variable hours, flexible shifts, including holidays and weekends
• 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) or Safety Action Report (SAR))

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment
• This role is 100% on-site at the Airport

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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