Analyst CTS

Position SummaryThe 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.Essential ResponsibilitiesProvides support for Apple products throughout the infrastructure, including Apple Provisioning Units (APU’s), MacBooks, iPads and iPhonesProvides support for all JetBlue hardware/applications including telephony and mobile devicesProvides excellent onsite and remote Customer Service for JetBlue CrewmembersServes as escalation point and provides Tier 2 and 3 supportActs as a source of guidance, feedback, and technical expertise for other members of the CTS Support teamsCoordinates resolution of incidents/requests from beginning to end with internal and external resourcesMonitors, maintains and supports systems and user accessFacilitates software package rollouts and maintenanceCollaborates with all Information Technology (IT) disciplinesWorks to achieve first-touch resolution with all issuesCollaborates with non-IT teams on projects including Moves/Adds/ChangesMaintains documentation of requests per JetBlue standardsCreates, maintains and updates knowledge base documentation with most relevant informationCoordinates response for major incidents and outagesOther duties as assignedMinimum Experience And QualificationsHigh School Diploma or General Education Development (GED) DiplomaOne (1) year of experience supporting Apple devices in an enterprise environmentThree (3) years’ experience in IT hardware and application supportExperience with Apple Provisioning Utility, Workspace One and JamfExperience supporting latest operating systemsExperience implementing and supporting applicationsExperience using desktop deployment packagesAvailable for occasional overnight travel (40%)Must be in possession of valid travel documents with the ability to travel in and out of the United StatesMust pass a pre-employment drug testMust be legally eligible to work in the country in which the position is locatedAuthorization to work in the US is required. This position is not eligible for visa sponsorship. Preferred Experience And QualificationsBachelor’s DegreeCertifications (Apple Certified Support Professional)Certifications (Microsoft, Networking, programming languages)One (1) year of experience in a call center environmentKnowledge of Microsoft desktop and server productsKnowledge of Exchange and Office SuiteKnowledge of LAN environment using TCP/IP, DHCP, DNSKnowledge of telephony, messaging and infrastructure (VOIP and POTS)Knowledge of mobile devicesCrewmember Expectations:Regular attendance and punctualityAble to work variable hours, flexible shifts, including holidays and weekendsPotential need to work flexible hours and be available to respond on short-noticeAble to maintain a professional appearanceWhen working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraftMust be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and FunPromote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standardsIdentify 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))Equipment:Computer and other office equipmentWork Environment:Traditional office environmentPhysical Effort: Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)