Company Alaska Airlines

The Team

It may come as a surprise, but we’re recognized as one of Seattle’s most desirable companies for IT workers. Our culture of collaboration, history of launching industry-leading products, and seasoned teams that work at the highest levels of software development help us to pioneer technologies that are creating an airline people love. We support our people’s ongoing development and, of course, provide the space for you and your loved ones to travel the world.

Role Summary

The Senior Field Service Specialist is a subject matter expert for installation and maintenance of all information and communications systems at Alaska Airlines (AS) and Horizon Air (QX) facilities and contracted locations. As an individual contributor, this role exercises considerable judgement to make decisions around oversight for vendors, contractors, and peers to implement technology projects.

Key Duties

• Acts as a subject matter expert for installation and maintenance of all information communication systems for Alaska Airlines and Horizon Air facilities and contracted locations.
• Manages the execution of information, communication, airport-related systems, and IT systems, including hardware, software, networks, voice (telephone and radio), and mobile.
• Exercises judgement to resolve complex, break-fix issues; troubleshoot user problems at the desktop or provide phone support to diagnosis remote customer issues. Makes recommendations in the testing, development, and determination of departmental standards.
• Creates accurate and detailed documentation of all supported systems and physical locations.
• Manages Service Desk tickets daily using ITSM solution ensuring they are properly documented including description, troubleshooting, and resolution.
• Guides and leads contractors, vendors, and peers with implementations and problem resolution for assigned systems.
• Manages, organizes, and completes projects of large scope and complexity, prioritizing tasks, and managing the team’s time effectively to meet service level agreements (SLAs).
• Serves as a resource and provides technical projects and maintenance assistance to peers and companion work groups, while ensuring good inter-departmental relations.
• Makes recommendations to enhance the operations of the IT customer support department, seeking out innovative and creative solutions to technical issues. Continuously improves infrastructure operations by seeking out innovative and creative solutions to technical issues.

Job-Specific Experience, Education & Skills

Required

• 4 years of IT work experience implementing and/or supporting Infrastructure platforms and projects.
• Bachelor’s degree; or an additional two years of relevant training/experience in lieu of this degree.
• Experience participating in small, medium, and large cross-divisional technology projects.
• Proven experience quickly learning new technologies, processes, and methodologies.
• Technical project leadership experience.
• General knowledge of infrastructure topology and installation of hardware (computers, printers, switches, routers, firewalls, etc.)
• Experience with mobile devices.
• Demonstrated experience delivering exceptional customer service.
• Strong interpersonal skills, facilitating effective verbal and written communication at all levels in the organization.
• Demonstrated ability to maintain strict confidentiality of all customer information.
• Ability to lift/stand/bend/climb in order to complete essential job functions.
• Ability and willingness to travel approximately 50%of the time.
• Ability and willingness to work non-traditional hours (e.g., evenings, weekends, after-hours, holidays, etc.).
• Minimum age of 18.
• High school diploma or equivalent.
• Must be authorized to work in the U.S.

Preferred

• Experience supporting multiple endpoint platforms (e.g., iOS, Windows, MAC OS, VMware, SCCM, WorksSpace One, Mobility).
• Airline experience.
• Experience installing/maintain Audio Visual systems

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

Total Rewards

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Competitive total rewards package
• Medical, dental and vision benefits
• 401k match program
• Monthly incentive pay plan
• Annual incentive pay plan
• Generous paid time off
• Travel privileges on Alaska Airlines & Horizon Air

Apply by 7:00 PM Pacific Time on 10/31/2022

Employment Type Full-Time

FLSA Status Exempt

Regular/Temporary Regular

Requisition ID 2022-8665

Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.