Description:
Position Summary:

The Engineer Desktop II provides Information Technology (IT) support to all Crewmembers located at JetBlue facilities working in consistent alignment with the goals and objectives of the department, Manager and/or Supervisor.

Essential Functions:

ALL
* Service and support desktop computing technology for the various business units at JetBlue, including installation, repair, replacement and warranty of software and hardware
* Conducts scheduled walk-through of assigned facilities to ensure all systems are operational
* Troubleshoots and fixes any hardware and software issues
* Responds and completes email and phone call requests from Crewmembers in a timely and courteous manner
* Ensures all required documentation is kept current, all support activities are properly logged and tracked in Remedy and other operational support systems
* Ensures minimal delays for all Crewmembers supported
* Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware
* Maintains public displays, ticket and gate machines
* Interfaces with all IT disciplines, Reservations management team, Pilots, Customer Service Group, Technology and Airport Operations
* Serve in the role of a senior engineer as a source of guidance, feedback, and technical expertise for more junior members of the Desktop Engineering teams

Crew Bases/Blue Cities
* Provides support for all desktop applications and hardware for airport terminals, including Flight, Technology and Airport Operations and the Customer Service Group
* Provides support for all desktop applications and hardware for airport facilities, including hangars and the Materiels, Ground Service Equipment and Provisioning departments
* Maintains public displays, ticket and gate machines
* Travel Required - Provide support for all desktop applications and hardware for airport terminals, including Flight, Technology and Airport Operations and the Customer Service Group
* Travel Required - Provide support for all desktop applications and hardware for airport facilities, including hangars and the Materials, Ground Service Equipment and Provisioning departments

Interactions:

Supervision Received:

* Receives general instructions on what is to be done, limitations, quality and quantity expected, deadlines, and priority of assignments from Crewleader/Teamleader. Uses initiative in carrying out recurring assignments independently without specific instruction but receives additional specific instructions from Crewleader/Teamleader for new, difficult, or special projects/assignments

Supervisory Duties:

* No supervisory responsibility but is responsible for managing a specific function

Crewleader Responsibility:

* None

Working Conditions:

Equipment:

* Computer and other office related equipment

Work Environment:

Crew Bases/Blue Cities
* Travel to JetBlue airport locations to conduct on-site support (varies)

Experience:
Minimum Qualifications:

* High School Diploma or General Education Development (GED) Diploma
* Bachelor's Degree preferred but not required
* Certifications (MCSE, MCP, A+ hardware) preferred but not required
* Three (3) to four (4) years experience with Microsoft desktop and server products
* Experience in operational environment
* Experience in call center with soft phones preferred but not required
* Regular attendance and punctuality
* Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion
* Well groomed and able to maintain a professional appearance
* Pass a ten (10) year background check and pre-employment drug test
* Legally eligible to work in the country in which the position is located
* When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft

Knowledge, Skills, and Abilities:

Desktop Engineer - Specific Competencies
* Knowledge of Microsoft desktop and server products
* Understanding of Exchange, networking and development
* Knowledge of networking architecture
* Knowledge of telecom, messaging and infrastructure software (Synerview IP Agent, Avaya Supervisor, Nice Solutions, Blue Pumpkin)
* Capacity to troubleshoot and resolve problems over the phone (not physically at desktop)
* Ability to interact with other departments (e.g. Reservation Center) to support them

Engineer Level - Core Competencies
* Knowledge of technology fundamentals and concepts (Microsoft technologies preferred)
* Knowledge of JetBlue's business units and how their needs drive IT work
* Ability to work well with others and complete tasks with minimal supervision
* Ability to work effectively with all levels and in diverse environments
* Ability to work in a high-pressure environment
* Ability to rapidly resolve issues and recognize when escalation is necessary
* Excellent verbal and written communication skills
* Effective time management and prioritization skills
* Positive, upbeat energy and strong team player
* Strong interpersonal skills
* Excellent problem solving and structured thinking skills
* Flexibility, agility and change management skills
* Excellent customer service and an understanding of how IT is ultimately delivered to the customer
* Business travel as required to perform duties, up to 50% or more travel as needed

Working Conditions:

Physical E