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# Associate Analyst/Analyst, IT Help Desk

- **Company:** American Airlines Inc
- **Location:** Phoenix, AZ, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Unix, Computer Networks, Mainframes, Generative AI, Mainframe Programming, Computer Equipment, Information Technology
- **Published:** August 2, 2026
- **Apply:** https://www.juju.com/job/00000000gkzu95

## About the Role

+ Technical degree and/or equivalent experience

 + 1 year Help Desk and/or customer service experience

 + 1 year troubleshooting experience with service desk environments

 + Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE

Preferred Qualifications- Education & Prior Job Experience

 + Apple certification (Apple Genius)

 + A+ Certification

 + Knowledge or experience with genrative AI and virtual assistants to assist with repititive tasks

Skills, Licenses & Certifications

 + Strong interpersonal, written and verbal communication skills

 + Ability to multi-task in a stressful environment

 + Strong problem-solving and analytical skills

## Description

This job is a member of the Information Technology Team within the Information Technology Division. Responsible for providing first-level problem troubleshooting via the telephone for all hardware and software supported by Technologies system-wide.

What you'll do

_As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations._

 + Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to the appropriate product group

 + Provides first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments

 + Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Password Resets, Network printers, Mobile devices, etc.

 + May interact with internal and external support teams and third party vendors to identify and correct core problemsSimulates or recreates user problems to resolve operating difficulties

 + Maintains daily awareness of changes, outages, and issues system wide

 + Escalates incidents to escalation teams to ensure customer resolution

 + Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed

 + Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action

 + Works overtime as necessary and when approved

 + Maintains confidentiality regarding employee, company, and customer information

 + Experience with development and/ or implementation of Generative AI

 + Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices


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