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AACU Technology Service Desk Analyst

AACU Technology Service Desk Analyst

Interactive CAD Services, Inc.Fort Worth, TX, United States
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Position : Technology Service Desk Analyst

Position Type : Contract - No Benefits

Location : Dallas / Ft. Worth, TX

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.

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
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