American Airlines · 1 day ago
Analyst, AACU Technology Service Desk
Dallas, TX
Full-time
Onsite
Entry Level
2+ years expAmerican Airlines is a major airline that offers travel opportunities and career growth. The role of Analyst in the AACU Technology Service Desk involves providing Tier 1 support for technology services to employees and vendors, ensuring a positive end-user experience and resolving technical issues.
AerospaceAutomotiveTransportationTravel
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 offers 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
Qualification
Required
Bachelor's Degree in Computer Science, Management Information Systems or related field, or two years of equivalent progressive experience
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
Skilled in excellent interpersonal and communications skills, both oral and written
Ability to perform in a fast paced environment, handle multiple tasks and function as an integral part of a team
Ability to be on-call 24/7 and willingness to work flexible shifts
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
Preferred
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 the installation and 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
Benefits
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Company
American Airlines
American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It is a sub-organization of American Airlines.
10001+ employees
H1B Sponsorship
American Airlines has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (359)
2024 (270)
2023 (253)
2022 (260)
2021 (342)
2020 (263)
Funding
Current Stage
Public CompanyTotal Funding
$1B2023-11-17Post Ipo Debt· $250M
2023-02-08Post Ipo Debt· $750M
2015-01-01Post Ipo Equity
Leadership Team
Doug Parker
Chairman and former CEO at American Airlines
David Seymour
Chief Operating Officer
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