About This Role

Who We Are: 

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

• CAE Defense & Security Mission: CAEs 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! 

Essential Duties and Responsibilities:

• Supports end users by resolving hardware and software problems, installations of applications, deployment of new technology. 

• 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 

• Document resolutions using 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. 

• Provide cross training to other staff members. 

• Provide support on Microsoft Active Directory and Microsoft Office 365. 

• Experience supporting a variety of conference room and A/V equipment. 

• Inventory Management 

• Collaborate with higher level Technical Support members and other IT teams to resolve end user issues. 

Qualifications:  

• Extensive experience with hardware/software platforms to include MS Windows 11 

• Extensive experience in Microsoft Suite Office 365 

• Must have extensive experience with Active Directory and user Excellent customer service skills. 

• Knowledge of Microsoft Teams. 

• 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 and staying within service level agreement KPI. 

• 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. 

• Ability to work independently and as part of a team. 

• May be working in areas with the risk of electrical shock, near moving mechanical parts driven by hydraulics under high pressure and in high precarious places.  

• Must be willing to work a flexible schedule and overtime 

• Able to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat and stand for prolonged periods. 

• Will occasionally have to move items over 50 pounds with assistance. 

• Must have visual color acuity 

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

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

EDUCATION AND/OR EXPERIENCE: 

• Associates degree (AA and/or AS) in Information Technology and/or related field professional experience. 

• 2-4+ years of relevant customer service/help desk/troubleshooting experience for corporate end users. 

• Excellent written and verbal communication skills are required. 

• Must be capable of explaining and instructing technical data in non-technical terms. 

• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. 

• Must be eligible for DoD Personal Security Clearance. 

• Compliance with all company Information Systems security policies and procedures. Shall be assigned specific responsibility for Information Security by immediate supervisor or department management.  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. Incumbent shall execute company non-disclosure agreement prior to access to any controlled information. 

Security Responsibilities  

Must comply with all company security and data protection / usage policies and procedures.  Personally responsible for proper spaning 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.  

Work Environment  

• Duties performed in an office environment and manufacturing facility.

• Must be able to work overtime on and off-shifts as required.

• The employee is on call 24x7 for the resolution of problems and issues.

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice. 

CAE USA Inc. is an equal opportunity employer, and all qualified applicants will be considered for employment without regard to any protected characteristic, including disability and protected veteran status, as defined under federal, state, or local laws.  

Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process.  If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at hrops&64;caemilusa.com 

Position Type                       

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer 

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other  characteristic protected by federal, state or local laws. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process.  If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at CAECarrieres-Careers&64;cae.com.