Global Crossing Airlines

Analyst

• Receive, prioritize, document, diagnose, resolve, test, and escalate IT incidents and service requests in accordance with SLAs
• Provide first-line IT support through phone, web portal, email, and chat
• Provide remote and hands-on troubleshooting for hardware, software, peripherals, and end-user technology
• Deploy, configure, and maintain approved software and applications
• Monitor service desk activity and incident trends, identify recurring issues and risks, and recommend improvements
• Maintain incident records, knowledge base content, help guides, and FAQs
• Perform preventative maintenance and maintain endpoint security, including antivirus and security definition updates
• Operate the weekday front desk, register visitors, verify appointments, coordinate access, and enforce building security procedures
• Provide rotating weekend IT support for MCC, Charter, Airport Operations, and Headquarters teams
• Monitor and triage cybersecurity alerts across Microsoft 365, Mimecast, endpoint protection, and related tools
• Respond to reported phishing incidents, perform initial analysis, assist with remediation, and escalate suspicious activity
• Communicate technology concerns and significant trends to management

Service Desk Analyst