​​Help Desk Services, Group Lead​

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  

Ideal candidates provide technical expertise to both the end users and FRONT-LINE fellow employees who are tasked to solve technology problems for the end users. The candidates’ responsibilities include monitoring and support maintenance for enterprise software deployed with modern cloud technologies in a security focused environment. The candidate will assist their fellow employees by overseeing a service desk ticketing system to appropriately resolve software problems and to help in the deployment of new technology as required. While performing these functions, the candidate will also be expected to provide technical insight and guidance to the team they will be assigned.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Document and properly assign end user issues using a service desk ticketing system. 

• Troubleshoot problems with computer software and make repairs and corrections where required. 

• Be prepared to communicate with other partners and vendors to resolve end user issues.  

• Be prepared to solve complex software calls or work with the appropriate staff to resolve issues. 

• Support remote computing and telecommuting clients. 

• Evaluate and troubleshoot software for functionality. 

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

• Provide cross training to other staff members. 

• Will need to work and support a 24x7 rotating schedule comprised of three shifts split into two groups as required.   

Qualifications and Education Requirements  

• B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering, or other technical equivalent including on the job experience and/or certification.