Specialist IT Support CTS

Position Title: Specialist Crewmember Technology Services (CTS) Support (Temporary One Year Contract)

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Position Summary

The Crewmember Technology Services (CTS) Support Specialist is a temporary role lasting for 12 months and it provides support to JetBlue’s IT environment, including maintaining and supporting all hardware and applications utilized by JetBlue.

Essential Responsibilities
• Provides support for all JetBlue hardware/applications including telephony and mobile devices
• Provides excellent onsite and remote support Customer Service for JetBlue Crewmembers
• Coordinates resolution of incidents/requests from beginning to end with internal and external resources.
• Monitors and supports systems
• Maintains and supports user access
• Facilitates software package rollouts and maintenance
• Collaborates with all Information Technology (IT) disciplines
• Works to achieve first-touch resolution with all issues
• Maintains documentation of requests per JetBlue standards
• Maintains and updates knowledge base documentation with most relevant information
• Coordinates response for major incidents and outages
• Other duties as assigned

Minimum Experience and Qualifications
• High School Diploma or General Education Development (GED) Diploma
• One (1) year of customer service experience
• Strong interpersonal, written and verbal communication skills
• Ability to be flexible, multi-task and meet deadlines
• Strong attention to detail
• Ability to work independently and in a team environment
• Available for occasional travel (50%)
• In possession of valid travel documents with the ability to travel in and out of the United States
• Pass a pre-employment drug test
• Legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications
• Bachelor’s Degree
• Experience supporting latest operating systems
• Experience implementing and supporting applications
• Knowledge of Exchange and Office Suite
• Knowledge of LAN environment using TCP/IP, DHCP, DNS
• Knowledge of mobile devices
• One (1) years’ experience in IT hardware and application support
• One (1) years’ experience in a call center environment
• Experience using desktop deployment packages
• Certifications (Microsoft, Networking, programming languages)
• Knowledge of Microsoft desktop and server products
• Knowledge of telephony, messaging and infrastructure (VOIP and POTS)

Crewmember Expectations:
• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• 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))

Equipment:
• Computer and other office equipment

Work Environment:
• Traditional office environment
• Airport environment

Physical Effort:
• Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)

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