Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

Role Summary

The Field Service Specialist is responsible for on-site and off-site AAG Executive, Board of Director and Executive Assistant technology support. The Specialist designs, implements and maintains all information and communications systems with superior customer service skills at Alaska Air Group (AAG) facilities and contracted locations. This role requires a comprehensive understanding of an enterprise computing system, including physical hardware, software configurations, virtual components, networks and telephony.

Key Duties

• Define long-term strategy for the enterprise computing systems by implementing technology solutions based on the end user experience.

• Facilitates 24/7 on-site and offsite technology support for all AAG Executives, Board of Directors and Executive Assistants.

• Sets expectations, communicates in a timely manner, and provides high-touch customer service.

• Immediate contact for all deskside computing needs using PCs and Macs, performing multiple functions including: logging requests, resolving problems, escalating relevant issues to proper channels.

• Provides onsite logistic and IT support during AAG board/shareholder meetings, travel to offsite executive planning sessions and participate in Emergency Command Center executive support duties.

• Acts as the lead expert technical resource for problem resolution; applies diverse technical expertise to identify and make decisions on complex system issues.

• Serves as a point of escalation for all incidents, exercises considerable latitude and initiative to solve complex problems in a timely manner; logs and tracks all issues and resolutions.

• Performs daily checks on all open issues ensuring Service Level Agreement (SLA) and Operational Level Agreement (OLA) compliance.

• Acts as primary contact for AAG executive technical projects.

• Independently resolves complex, break-fix issues; troubleshoot user problems at the desktop or provides phone support to diagnosis remote customer issues.

• Collaborates with customers to determine and understand business requirements. Performs analysis and makes suggestions based on the business requests. Acts as principal voice of the customer.

• Contributes and manages special projects, including vendor coordination.

• Provide first and second level technical support of IT systems, including hardware, software, networks, voice, mobile.

• Performs other duties as assigned.

Job-Specific Experience, Education & Skills

Required

• 7 years of IT work experience implementing and/or supporting Infrastructure platforms and projects, with demonstrable progression track record of successful career growth.

• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.

• Must have experience working across the organization on cross-divisional technology projects.

• Proven experience quickly learning new technologies, processes, and methodologies.

• Must have strong sense of ownership.

• General knowledge of infrastructure topology and installation of hardware (computers, printers, switches, routers, firewalls, etc.)

• Experience with mobile devices.

• Experience with audio / video support and familiarity of Audio Visual equipment in meeting rooms and offsite locations.

• 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 10% 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 is a bonus, but not required.

Job-Specific Leadership Expectations

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

COVID-19 Vaccination Requirement

Where permitted by applicable law, new hires must have received the COVID-19 vaccine. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief.

Total Rewards

• 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 2/4/2022
Employment Type Full-Time
FLSA Status Exempt
Regular/Temporary Regular
Requisition ID 2021-7049
Equal Employment Opportunity Alaska Airlines and Horizon Air are proud to be an Equal Employment Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, and gender expression), national origin, age, protected veteran or disabled status, genetic information (including family medical history) or other legally protected characteristics. Qualified applicants with criminal histories will also be considered for employment, consistent with applicable federal, state, and local law. People of color, women, LGBTQIA+, immigrants, veterans and persons with disabilities are encouraged to apply. We are an E-Verify Â® employer, where required by law.