IT CSS Tech I

About This Role

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 

Supports end users by resolving hardware and software problems, installations of applications, and deployment of new technology, working within a service desk ticket system maintaining service level agreements.

Essential Duties and Responsibilities 

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

• 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, exchange 2013 and Microsoft Office Suite 2016.

Qualifications and Education Requirements 

•  Associate's degree (AA and/or AS) in Information Technology and/or related field professional experience.
• 1-3+ years of relevant customer service/help desk/troubleshooting experience for corporate end users.
• Extensive experience with hardware/software platforms to include MS Windows 7 and 10
• Extensive experience in Microsoft Suite Office 2013/2016
• 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.
• 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.

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 thi