Associate Support Anlst - IT

Description

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

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or 2+ years of relevant work experience
• 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

What will help you propel from the pack (Preferred Qualifications):

• Bachelor's degree in Airline industry experience

Compensation and Benefits

The base pay range for this role is: $53,960.00 to $70,334.00. The base salary range/hourly rate listed is dependent on job-related factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

Equal Opportunity Employer

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com