Support Analyst - IT

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., 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.

• Incident Management: Serve as the first point of contact for IT issues, track and escalate incidents, and use tools like CMDB, Change, and Asset Management to resolve or route issues effectively.
• Service Coordination: Log, authenticate, and qualify service calls/incidents per SLAs, ensuring proper resolution and customer agreement before closure.
• Communication: Provide updates and technical communication to customers, engage next-level support as needed, and ensure transparent internal and external updates on status.
• Monitoring and Tracking: Monitor IT systems for incidents, track open cases, review status changes, and ensure lifecycle completion.
• Team Collaboration: Participate in team projects and leverage resources to enhance quality, efficiency, and customer satisfaction.

• Bachelor’s degree or 4 years of relevant work experience in Information Technology
• 1+ years of experience in information technology and application support
• The ability to communicate verbally and in writing with all levels of employees
• Ability to work a 24x7 schedule fully onsite in Arlington Heights, IL
• Experience with ServiceNow and Cisco
• Project Management experience
• Team focus
• Must have a strong technical aptitude and ability to grasp new technical concepts quickly
• Excellent problem-solving and organizational skills
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

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

• Airline industry experience
• Automation experience

The base pay range for this role is $66,500.00 to $86,616.00.

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.

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.