> Markdown version of [/jobs/ext/2596195-analyst-aacu-technology-service-desk](https://www.wearedevelopers.com/jobs/ext/2596195-analyst-aacu-technology-service-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Analyst, AACU Technology Service Desk - **Company:** American Airlines Inc - **Location:** Fort Worth, TX, United States - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Word, Microsoft Excel, Active Directory, Software Applications, Batch Processing, Microsoft Outlook, Collaborative Software, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Web Browsers, Job Scheduling, Microsoft Office, Microsoft Software, Citrix Systems, Microsoft PowerPoint, Proprietary Software, TCP/IP, Cisco WebEx, Peripherals, Information Technology, SolarWinds (Software), Laptops, Hardware Infrastructure, Server Operating Systems & Platforms - **Published:** August 3, 2026 - **Apply:** https://dejobs.org/x/x/A0A612AAF9594FDC8C84CFFB5FD78229/job/ ## About the Role * Bachelor's Degree in Computer Science, Management Information Systems or related field, ortwo years of equivalent progressive experience, * Technology Service Desk experience * Experience in desktop operating systems, server operating systems, and associated applications (browsers; shared software) * Experience in understanding Microsoft Applications administration including the installation and support of browsers and Microsoft Office * Knowledge and experience providing technological support and troubleshooting for hardware components such as laptops, keyboards, mice, monitors, printers, docking stations, etc. * Knowledge and experience supporting audio-visual equipment for conference rooms and common areas in the building Skills, Licenses & Certifications * Skilled in Microsoft Office software (e.g., Word, Excel, Access, Outlook, PowerPoint) gained through either work experience with the software or education and hands-on use of the software * Knowledge of collaboration tools, such as WebEx teams * Ability and desire to learn Credit Union products and services and associated applications, technology and terminology * Knowledge of TCP/IP, DNS, and DHCP * Knowledge of Microsoft Active Directory and Citrix * Knowledge and support of hardware components, such as laptops, keyboards, mice, monitors, printers, docking stations, etc. * Skilled in support of smart phones * Ability to monitor networks using Solar winds * Ability to support Telecom/Telephone application/infrastructure * Knowledge of Software & Management Associate's (SMA) OpCon scheduling software * Ability and desire to learn company products and services and associated applications, technology, and terminology * Skilled in excellent interpersonal and communications skills, both oral and written * Ability to perform in a fast paced environment, handle multiple tasks and function as an integral part of a team * Ability to be on-call 24/7 and willingness to work flexible shifts * Ability to lift and transport moderately heavy objects, such as printers, computers and peripherals * Ability to maintain satisfactory performance and attendance * Ability to pass applicable American Airlines and Credit Union pre-hire compliance checks ## Description This job is a member of the Technology Team within the American Airlines Credit Union. The role is responsible for providing Tier 1 first level support of technology services & support to employees/vendors (internal and external) through the Credit Union's 24/7 Service Desk. What you'll do * Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and infrastructure components * Provide technical support for (but not limited to) the following areas: computer and telecom incidents, desktop (hardware/software), third-party software/hardware applications * Troubleshoot, diagnose and resolve complex desktop, network, software application and batch scheduling problems * Work to create a positive end user support experience and build strong relationships through deep problem understanding, timely resolution or escalation, communicating promptly on progress all while displaying a professional attitude/appearance * Log all calls and offers triage services on first contact, monitor service levels, provide callback or escalation on open tickets, and monitor all systems and scheduling for uptime and completeness * Perform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessary * Respond to telephone calls, email, and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals * Monitor and support the enterprise job scheduling system (Opcon) and all Credit Union operational batch processing * The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)