IT Support Technologist II

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  

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 ot