Associate Support Anlst - IT at United Airlines

Arlington Heights, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

70334.0

Posted On

06 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Expertise, Incident Resolution, Problem Solving, Interpersonal Communications, Documentation, Team Setting, Incident Management Tools, Service Level Agreements, System Monitoring, Technical Advice, Fault Diagnosis, Change Submission, Guidance

Industry

Airlines and Aviation

Description

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create what’s next. Let’s define tomorrow, together. Description United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions. Job overview and responsibilities Responsible for providing technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution, and timeliness Provide support for user identified errors and system alarms and alerts; route and restore technical service and equipment incidents by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures Escalate issues as necessary; maintain frequent interaction with all types of end-user customers; must be effective in interpersonal communications and problem solving Follow through with resolution using documentation provided by infrastructure, application, and development groups Submit changes to the knowledge database Work in a team setting, sharing information, and assisting others Handles basic to moderate incidents and problems while providing computer and systems support in a 24/7 environment Guides and supports junior team members within established policies, requiring moderate supervision Serves as the primary contact for United IT Systems users, handling inquiries, issues, and service needs while also monitoring systems to identify incidents Utilizes Incident Management Tools and other relevant systems to track, categorize, and resolve incidents, aiming for first-call resolution when possible Manages the entire lifecycle of incidents, from logging and authentication to resolution and closure, ensuring user satisfaction throughout the process Adheres to service level agreements (SLAs) and follows established procedures for incident handling, including proper routing, communication, and documentation Works independently under direct supervision, focusing on excellent customer service while leveraging available resources, knowledge bases, and tools for efficient problem-solving Qualifications What’s needed to succeed (Minimum Qualifications): Bachelor's degree or 4 years of relevant work experience in Information Technology, Computer Science, Engineering or related field 0-2 + years Computer Science or equivalent work experience The ability to communicate verbally and in writing with all levels of employees Team focus Must have ability to grasp new technical concepts quickly Excellent problem-solving and organizational skills Work on-site within a 24x7x365 environment and the ability to work any shift What will help you propel from the pack (Preferred Qualifications): Bachelor's degree in Airline industry experience The base pay range for this role is $53,960.00 to $70,334.00. The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards. You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges. United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.

Responsibilities

The role is responsible for providing technical advice and guidance to IT users, focusing on high customer service, technical expertise, and timely incident resolution for user-identified errors and system alarms. This includes analyzing, diagnosing faults, escalating issues when necessary, and managing the entire incident lifecycle from logging to closure while adhering to SLAs.