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Ft Worth TX Full Time Posted: Tuesday, 13 March 2018
Applicants must be eligible to work in the specified location

Location: AA Headquarters 2 (DFW-HDQ2)
Additional Locations: None
Requisition ID: 17206

Job Description

Responsible for assisting employees regarding all facets of end-user computing which includes software & hardware installs, upgrades and overall maintenance of PC desktop/laptop systems and peripherals. All candidates must have firsthand experience supporting desktop computers in a Windows/TCPIP environment.

Essential Job Functions

  • Configure, install, and maintain end-user desktop software and hardware
  • Resolve and close tickets and work orders assigned
  • Respond to customer support issues escalated from the IT helpdesk
  • Responsible for end-to-end problem ownership, resolution and communication with employees
  • Provide on-site training to end-users
  • Technical contributor with demonstrable willingness to take initiative to follow up and resolve issues
  • Build strong partnerships with other IT support areas & business areas (ie Network Ops, ITHD, Desktop Engineering, etc.)
  • Contribute to desktop projects (global installs/upgrades) as a project team member
  • Remotely diagnose and resolve requests utilizing remote tools
  • Troubleshoot and collaborate with other departments to assist with infrastructure related issues
  • Document customer interactions in incident management system including asset management
  • Recover data from hard disk drives and/or perform data migration
  • Support remote access for VPN connectivity as well as wireless/broadband connectivity for laptops
  • Install and configures local and network based printers
  • Perform preventative maintenance
  • Work various shifts, holidays, on-call and travel as required
  • Follow management guidance, adhering to IT policy and procedure
  • Perform other duties as requested

Job Qualifications

Minimum Qualifications

  • Associates/Bachelor s Degree in Computer Science, Information Systems or other related field. Or equivalent work experience
  • 3 years of demonstrable ‘hands-on' IT work experience supporting and resolving diverse PC desktop software and hardware issues in a large & complex enterprise environment

Preferred Qualifications

  • A+ certification
  • MCSE/MCP is a plus

Knowledge, Skills and Abilities

  • Overall knowledge of all Windows based operating systems including Windows 7/8/10 as well as Apple iOS
  • Network comprehension and troubleshooting skills (TCP/IP, DHCP, DNS, etc.)
  • Familiarity with workflow and with ticketing systems
  • Knowledge of VPN connectivity and ability to troubleshoot issues
  • Knowledge of ‘image base' deployments, including setup, configuration & implementation
  • Ability to work independently and perform in a collaborative, team based environment
  • Previous IT infrastructure experience in Airline/Airport environment is a plus
  • Must possess the ability to lift at least 30lbs
  • Travel as required
  • Excellent customer service skills with ability to interface at all levels of the organization
  • Excellent verbal and written communication skills
  • Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonably accommodations that do not pose an undue hardship

Additional Locations: None
Requisition ID: 17206

Ft Worth TX, United States of America
American Airlines
American Airlines
3/13/2018 10:33:32 AM

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