IT Support Technologist II

Who We Are: 

• CAE Vision: Our vision is to be the worldwide partner of choice in defense and security, civil aviation, and healthcare by revolutionizing our customers’ training and critical operations with digitally immersive solutions to elevate safety, efficiency and readiness. 

• CAE Defense & Security Mission: CAE's Defense and Security business unit focuses on helping prepare military customers to develop and maintain the highest levels of mission readiness. 

• CAE Values: Empowerment, Innovation, Excellence, Integrity and OneCAE make us who we are and we strive to make a difference in the world while helping each other succeed. 

What We Have to Offer: 

• Comprehensive and competitive benefits package and flexibility that promotes work-life balance 

• A work environment where all employees are valued, respected and safe 

• Freedom to succeed by enabling team members to deliver, take initiatives and make decisions 

• Recognition, professional development, advancement and having fun! 

Summary  

The Service Desk Technology Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. The Service Desk Technology Leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team. The Service Desk Team Leader role is responsible for: Leading incidents and requests to resolution, Developing Service Desk process and workflows, Providing and developing communication plans to customers, Providing on call support, Contributing to the Change Management Process Essential Duties and Responsibilities include the following: Project Management, Purchasing Other duties maybe assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

QUALIFICATIONS 

• Performs client setup at desktop level – installing, upgrading, implementing and configuring operating systems, applications, software, and hardware. 

• Troubleshoots problems with computer systems, including hardware and software, e-mail, network and peripheral equipment; makes repairs and corrections where required.  

• Escalate complex software, hardware, or network/workstation calls to the appropriate staff. 

• Supports remote computing and telecommuting clients 

• Documents issue resolution using the service desk ticketing system. 

• Works with vendors to request service regarding software and hardware failures under maintenance. 

• Evaluate software and hardware for functionality and ease of use for integration into our environment. 

• Participates on-call support on a rotating schedule. 

• Liaises with other departments, partners and vendors. 

• Exercises responsibility for the integrity, security, and maintenance of the systems. 

• Provides cross training to other staff members. 

• Provide support on Microsoft Active Directory and Microsoft Office Suite O365. 

• Extensive experience with hardware/software platforms to include MS Windows 7 and 10 

• Must have extensive experience with Microsoft Active Directory and user management 

• Experience in supporting Office365 and MS Teams 

• Excellent customer service skills. 

• Knowledge of Microsoft Lync/Skype for Business. 

• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc) 

• Ability to manage multiple tasks, while effectively focusing on priority issues while staying within service level agreement targets. 

• Ability to create, document, and follow processes and procedures. 

• Able to understand the core of the client’s issues and solve them expeditiously. 

• Able to identify trends in helpdesk calls to identify core problems and client trends. 

Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.  

Security Responsibilities  

Must comply with all company security and data protection / usage policies and procedures. Personally responsible for proper marking and handling of all information and materials, in any form. Shall not divulge any information, or afford access, to other employees not having a need-to-know. Shall not divulge information outside company without management approval. All government and proprietary information will be accessed and stored electronically on company provided resources.   

•  Incumbent must be eligible for DoD Personal Security Clearance.  

Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.  

Education and/or Experience 

• Bachelor's degree in business or IT technical/management with 2 years’ experience  or AA with 4 years’ experience or 6+ years’ equivalent related experience with extended knowledge in software/asset licensing, compliance and tracking. 

• 3-5+ years of relevant customer service/help desk/troubleshooting experience for corporate end users. 

Work Environment  

• This job operates in a professional office environment.  

• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  

• Must be able to work in confined spaces for long periods. 

• Hybrid work schedule may be available 

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   

• Must have the ability to work overtime as necessary. 

• Must be able to sit and operate a personal computer for long periods.