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United Airlines Support Analyst - IT in Chicago, Illinois

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The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

Job Overview: 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.

  • Works on one or more incidents/problems

  • Works on moderate to complex incidents/problems

  • Provides direction tools, and process support to less senior employees

  • Knowledge in own discipline

  • Requires moderate guidance

  • Provides advanced level computer and systems support, which operates 24 x 7 x 365

  • Makes decisions within guidelines & policy

  • May manage projects of limited scope

  • Provides a first point of contact for all users of United IT Systems for questions, issues, and service needs; or perform monitoring of all United IT Systems to identify incidents:

  • Use Incident Management Tools to track, categorize, escalate as necessary

  • Use other tools (Change, Problem, Asset, CMDB) as necessary to resolve incidents on first call

  • Use knowledge base to find solutions, work-around, and assignment information

  • Own the lifecycle of an incident to ensure it has been resolved to User expectations

  • Participate in team projects and assignments to enhance quality and efficiency

  • Accepts and logs authorized calls by phone, or other authorized means

  • Authenticates the caller or event

  • Qualifies service calls and/or incidents as covered by SLAs

  • Understands service levels and executes tasks accordingly

  • Updates existing incidents and service request records active in the service management system

  • Transfers (routes) incidents to relevant Level 1or Level 2 Support for Resolution

  • Provides technical communication to customer or authorized caller about quick fixes

  • Uses available resources for resolution (people, tools and processes)

  • Provides internal and external communication of status, engaging next level support when required

  • Once incident is resolved or service request is completed, closes the record in agreement with applicable procedures and authorized caller's agreements

  • Ensures that the customer agrees that the resolution provided addressed their needs prior to incident or service request closure

  • Tracks open incident and service request records

  • Reviews open incidents/service requests for status changes

  • Coordinates incident resolution and service request completion with various workgroups


  • BA/BS or equivalent experience

  • Two or more years of Information Technology technical and software application/phone support (JCL, Scripting knowledge preferred)

  • The ability to communicate verbally and in writing with all levels of employees

  • Team focus

  • Must have a strong technical aptitude and ability to grasp new technical concepts quickly

  • Excellent problem-solving and organizational skills

  • Work within a 24x7x365 environment and the ability to work any shift

  • 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


  • Airline industry experience

  • AWS experience

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled