We believe that inclusion propels innovation and is the foundation of all that we do. United's Digital Technology team spans the globe and is made up of diverse 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.

Key Responsibilities:

United's Digital Technology team designs, develops, and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Job overview and responsibilities

• 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
• Advance 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 sophisticated incidents/problems
• Provides direction tools and process support to less senior employees
• Knowledge in own subject area
• Requires moderate guidance
• Provides sophisticated level computer and systems support.
• 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, advance 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 implements 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

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

• 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.
• 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

What’s needed to succeed (Minimum Qualifications):

• BA/BS or equivalent experience
• Two or more years of Information Technology technical and application support
• The ability to communicate verbally and in writing with all levels of employees
• Team focus
• Must have a deep technical capability 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

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.