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 troubleshooting steps and 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. 

• Provides cross training to other staff members. 

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

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. 

• 1-3+ 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

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 EOE/AA employer and gives consideration for employment to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you would like more information about your EEO rights as an applicant under the law, please click here Know Your Rights: Workplace Discrimination is Illegal.  

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.