About this role
<p> </p> <p><img src="https://rmkcdn.successfactors.com/5858ab09/aad2b740-339c-42fe-8d5e-e.png" style="width:324.0px;height:84.0px"></p> <p> </p> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Position Summary:</span></strong></p> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">The Associate Analyst CTS supports JetBlue Crewmembers from within a team environment. Responsible for assuring JetBlue Crewmembers are provided efficient and timely first and second level support. Provide technical support to all Crewmembers and Crewmember Technologies. Identifies, finds, and solves technical issues. Answers Crewmembers requests for technical support. Records, tracks, and monitors requests to ensure timely resolution.</span></p> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Essential Responsibilities</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Provides support for all JetBlue hardware/applications including telephony and mobile devices</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Provides excellent onsite and remote Customer Service for JetBlue Crewmembers</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Coordinates resolution of incidents/requests from beginning to end with internal and external resources.</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Monitors and supports systems</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Maintains and supports user access</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Facilitates software package rollouts and maintenance</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Collaborates with all Information Technology (IT) disciplines</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Works to achieve first-touch resolution with all issues</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Maintains documentation of requests per JetBlue standards</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Maintains and updates knowledge base documentation with most relevant information</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Coordinates response for major incidents and outages</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Other duties as assigned</span></li> </ul> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Minimum Experience and Qualifications</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">High School Diploma or General Education Development (GED) Diploma</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">One (1) year of experience providing first level IT Support in a large organization.</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Experience supporting latest operating systems, or successful completion of IT for Everyone certification via Coursera</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Experience implementing and supporting applications</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Available for overnight travel Up to 50%</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">In possession of valid travel documents with the ability to travel in and out of the United States</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Experience using desktop deployment packages</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Legally eligible to work in the country in which the position is located</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Authorization to work in the US is required. This position is not eligible for visa sponsorship.</span></li> </ul> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Preferred Experience and Qualifications</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Bachelor’s Degree</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Two (2) years’ experience in IT hardware and application support</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Certifications (Microsoft, Networking, programming languages)</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">One (1) year experience in a call center environment</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Knowledge of Microsoft desktop and server products</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Knowledge of Exchange and Office Suite</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Knowledge of LAN environment using TCP/IP, DHCP, DNS</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Knowledge of telephony, messaging and infrastructure (VOIP and POTS)</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Knowledge of mobile devices</span></li> </ul> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Crewmember Expectations:</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Regular attendance and punctuality</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Potential need to work flexible hours and be available to respond on short-notice</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">And able to maintain a professional appearance</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP), JEMS or Safety Action Report (SAR))</span></li> </ul> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Equipment:</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Computer and other office equipment</span></li> </ul> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Work Environment:</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Traditional office environment</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">On-Site 4 days a week. FLL Airport </span></li> </ul> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Physical Effort: </span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="background-color:white;margin:0.0in 0.0in 0.0in 32.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#0f0f0f">Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)</span></li> </ul>