Associate Support Anlst - IT

United Airlines•Arlington Heights, IL

10d•Onsite

About The Position

United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions. Job overview and responsibilities Responsible for providing technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution, and timeliness Provide support for user identified errors and system alarms and alerts; route and restore technical service and equipment incidents by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures Escalate issues as necessary; maintain frequent interaction with all types of end-user customers; must be effective in interpersonal communications and problem solving Follow through with resolution using documentation provided by infrastructure, application, and development groups Submit changes to the knowledge database Work in a team setting, sharing information, and assisting others Handles basic to moderate incidents and problems while providing computer and systems support in a 24/7 environment Guides and supports junior team members within established policies, requiring moderate supervision Serves as the primary contact for United IT Systems users, handling inquiries, issues, and service needs while also monitoring systems to identify incidents Utilizes Incident Management Tools and other relevant systems to track, categorize, and resolve incidents, aiming for first-call resolution when possible Manages the entire lifecycle of incidents, from logging and authentication to resolution and closure, ensuring user satisfaction throughout the process Adheres to service level agreements (SLAs) and follows established procedures for incident handling, including proper routing, communication, and documentation Works independently under direct supervision, focusing on excellent customer service while leveraging available resources, knowledge bases, and tools for efficient problem-solving

Requirements

Bachelor's degree or 4 years of relevant work experience in Information Technology, Computer Science, Engineering or related field
0-2 + years Computer Science or equivalent work experience
The ability to communicate verbally and in writing with all levels of employees
Team focus
Must have ability to grasp new technical concepts quickly
Excellent problem-solving and organizational skills
Work on-site within a 24x7x365 environment and the ability to work any shift

Nice To Haves

Bachelor's degree in Airline industry experience

Responsibilities

Providing technical advice and guidance to IT users
Support for user identified errors and system alarms and alerts
Route and restore technical service and equipment incidents
Escalate issues as necessary
Maintain frequent interaction with all types of end-user customers
Follow through with resolution using documentation provided by infrastructure, application, and development groups
Submit changes to the knowledge database
Work in a team setting, sharing information, and assisting others
Handles basic to moderate incidents and problems while providing computer and systems support in a 24/7 environment
Guides and supports junior team members within established policies, requiring moderate supervision
Serves as the primary contact for United IT Systems users, handling inquiries, issues, and service needs while also monitoring systems to identify incidents
Utilizes Incident Management Tools and other relevant systems to track, categorize, and resolve incidents
Manages the entire lifecycle of incidents
Adheres to service level agreements (SLAs)
Follows established procedures for incident handling
Works independently under direct supervision