Airlines- Desktop Support

Job Title : American Airlines- Desktop Support

Job Location : Vandalia, Ohio

Job Type : Contract

Job Description :

Provides first level support to end users for PC hardware and Network (Windows7 / 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 experience

2 years Help Desk and / or customer service experience

2 years troubleshooting experience with service desk environments

Knowledge and / or experience with internal server / mainframe applications such as : Shares, QIK, IBM / TSO / TPX, and SCEPTRE

Preferred Qualifications Education & Prior Job Experience

Apple certification (Apple Genius)

A+ Certification

Skills, Licenses, and Certifications

Strong interpersonal, written and verbal communication skills

Ability to multi-task in a stressful environment

Strong problem-solving and analytical skills