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AACU Technology Service Desk Analyst - 10560

AACU Technology Service Desk Analyst - 10560

ICSI.Fort Worth, TX, US
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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 Powered by JazzHR
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    Service Desk Analyst • Fort Worth, TX, US

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