Overview
Job Title : American Airlines- Desktop Support
Location : Vandalia, Ohio
Job Type : Contract
Responsibilities
- Provides first level support to end users for PC hardware and Network (Windows 7 / Windows XP environments) and Mainframe (UNIX / IBM) environments. Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc. May interact with internal and external support teams and third party vendors to identify and correct core problems
- Simulates or recreates user problems to resolve operating difficulties
- Maintains daily awareness of outages and issues system wide
- Escalates incidents to escalation teams to ensure customer resolution
- Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed
- Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
- Works overtime as necessary and when approved
- Maintains confidentiality regarding employee, company, and customer information
- Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices
- Shift work required / 24x7 IT coverage environment
Qualifications
Technical degree and / or equivalent experience2 years Help Desk and / or customer service experience2 years troubleshooting experience with service desk environmentsKnowledge and / or experience with internal server / mainframe applications such as : Shares, QIK, IBM / TSO / TPX, and SCEPTREPreferred Qualifications
Apple certification (Apple Genius)A+ CertificationSkills, Licenses, and Certifications
Strong interpersonal, written and verbal communication skillsAbility to multi-task in a stressful environmentStrong problem-solving and analytical skillsSeniority level
Entry levelEmployment type
Full-timeIndustry
Software DevelopmentJ-18808-Ljbffr