MINIMUM QUALIFICATIONS

• Bachelor’s degree in computer science, management information systems or related field, or at least two years of equivalent progressive experience

PREFERRED QUALIFICATIONS

• Technology Service Desk experience
• Experience in desktop operating systems, server operating systems, and associated applications (browsers, shared software)
• Experience in understanding Microsoft Applications administration including support of browsers and Microsoft Office
• Knowledge and experience providing technological support and troubleshooting for hardware components such as laptops, keyboards, mice, monitors, printers, docking stations, etc.
• Knowledge and experience supporting audio visual equipment for conference rooms and common areas in the building

KNOWLEDGE, SKILLS & ABILITIES

• Skilled in Microsoft Office software (e.g., Word, Excel, Access, Outlook, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
• Knowledge of collaboration tools such as Webex Teams
• Ability and desire to learn Credit Union products and services and associated applications, technology and terminology
• Knowledge of TCP/IP, DNS, and DHCP
• Knowledge of Microsoft Active Directory and Citrix
• Knowledge and support of hardware components such as laptops, keyboards, mice, monitors, printers, docking stations, etc.
• Skilled in support of smart phones
• Ability to monitor networks using Solar winds
• Ability to support Telecom/Telephone application/infrastructure
• Knowledge of Software & Management Associate’s (SMA) OpCon scheduling software
• Ability and desire to learn company products and services and associated applications, technology, and terminology
• Skilled in excellent interpersonal and communications skills, both oral and written
• Ability to be on-call 24/7 and willingness to work flexible shifts
• Ability to perform in a fast-paced environment, handle multiple tasks and function as an integral part of a team
• Ability to lift and transport moderately heavy objects, such as printers, computers and peripherals
• Ability to maintain satisfactory performance and attendance
• Ability to pass applicable American Airlines and Credit Union pre-hire compliance checks
  G6SR8HJAO

JOB PURPOSE

Responsible for providing Tier 1 first level support of technology services & support to employees/vendors (internal and external) through American Airlines Credit Union’s 24/7 Service Desk.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and infrastructure components
• Provide technical support for (but not limited to) the following areas: computer and telecom incidents, desktop (hardware/software), third-party software/hardware applications
• Troubleshoot, diagnose and resolve complex desktop, network, software application and batch scheduling problems
• Work to create a positive end user support experience and build strong relationships through deep problem understanding, timely resolution or escalation, communicating promptly on progress all while displaying a professional attitude/appearance
• Log all calls and offer triage services on first contact, monitor service levels, provide callback or escalation on open tickets, and monitor all systems and scheduling for uptime and completeness
• Perform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessary
• Respond to telephone calls, email, and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals
• Monitor and support the enterprise job scheduling system (Opcon) and all Credit Union operational batch processing
• The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.