Analyst, IT Operations Help Desk

Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician. 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, Printer, Password Resets, Dot Matrix printers, etc. May interact with internal and external support teams and third party vendors to identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Maintains daily awareness of 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.

According to JobzMall, the average salary range for a Analyst, IT Operations Help Desk in 3400 E Sky Harbor Blvd, Phoenix, AZ 85034, USA is between $71,000 and $86,000 per year. This range is based on salaries submitted by JobzMall users and the third-party data sources.

American Airlines Group, Inc. is a holding company whose business activity is the operation of a network carrier through its principal wholly-owned mainline operating subsidiary, American. The company provides air transportation for passengers and cargo. It cargo division provides a range of freight and mail services, with facilities and interline connections available across the globe.