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:10.0pt;font-family:Arial, sans-serif;color:black">Position Summary</span></strong></p> <p style="margin:0.0in 0.0in 0.0in 0.3in;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">The Analyst IT Crewmember Technology Services (CTS) Support (Mac Specialist) provides support to JetBlue’s IT environment, including maintaining and supporting all hardware and applications utilized by JetBlue.</span></p> <p style="background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Provides support for Apple products throughout the infrastructure, including Apple Provisioning Units (APU’s), MacBooks, iPads and iPhones</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Provides excellent onsite and remote Customer Service for JetBlue Crewmembers</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Serves as escalation point and provides Tier 2 and 3 support</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Acts as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Monitors, maintains and supports systems and user access</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Facilitates software package rollouts and maintenance</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Collaborates with all Information Technology (IT) disciplines</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Works to achieve first-touch resolution with all issues</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Collaborates with non-IT teams on projects including Moves/Adds/Changes</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Maintains documentation of requests per JetBlue standards</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Creates, maintains and updates knowledge base documentation with most relevant information</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Coordinates response for major incidents and outages</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">High School Diploma or General Education Development (GED) Diploma</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">One (1) year of experience supporting Apple devices in an enterprise environment</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Three (3) years’ experience in IT hardware and application support</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Experience with Apple Provisioning Utility, Workspace One and Jamf</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Experience supporting latest operating systems</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Experience implementing and supporting applications</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Experience using desktop deployment packages</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Available for occasional overnight travel (40%)</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Must be 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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Must pass a pre-employment drug test</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Must be 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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Authorization to work in the US is required. This position is not eligible for visa sponsorship.</span><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black"> </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:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Bachelor’s Degree</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Certifications (Apple Certified Support Professional)</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Certifications (Microsoft, Networking, programming languages)</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">One (1) year of experience in a call center environment</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Knowledge of Microsoft desktop and server products</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Knowledge of Exchange and Office Suite</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Knowledge of LAN environment using TCP/IP, DHCP, DNS</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Knowledge of telephony, messaging and infrastructure (VOIP and POTS)</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Knowledge of mobile devices</span></li> </ul> <p style="text-indent:-13.5pt;background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Regular attendance and punctuality</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Able to work variable hours, flexible shifts, including holidays and weekends</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Able to maintain a professional appearance</span></li> <li style="background-color:white;margin:0.0in 0.0in 0.0in 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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) or Safety Action Report (SAR))</span></li> </ul> <p style="text-indent:-13.5pt;background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Computer and other office equipment</span></li> </ul> <p style="text-indent:-13.5pt;background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Traditional office environment</span></li> </ul> <p style="text-indent:-13.5pt;background-color:white;margin:0.0in;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">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 4.8px;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black">Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)</span></li> </ul>