IT CSS, Tech

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: 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.

• 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!

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.

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

• Supports end users by resolving hardware and software problems, installations of applications, and 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.
• Escalates complex software, hardware, or network/workstation calls to the appropriate staff.
• Supports remote computing and telecommuting clients.
• Documents resolutions using the service desk ticketing system.
• Works with vendors to request service regarding software and hardware failures under maintenance.
• Evaluates software and hardware for functionality and ease of use for integration into the environment.
• Participates in 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 for other staff members.
• Provides support on Microsoft Active Directory and Microsoft Office 365.
• Supports a variety of conference room and A/V equipment.
• Manages inventory.
• Collaborates with higher level technical support members and other IT teams to resolve end‑user issues.

• Extensive experience with hardware/software platforms including MS Windows 11.
• Extensive experience in Microsoft Office 365 suite.
• Must have extensive experience with Active Directory and excellent customer service skills.
• Knowledge of Microsoft Teams.
• Knowledge of TCP/IP networking and related services (e.g., DNS, SMTP, DHCP, etc.).
• Ability to manage multiple tasks while effectively focusing on priority issues and staying within service level agreement KPIs.
• Ability to create, document, and follow processes and procedures.
• Experience understanding core client issues and solving them expeditiously.
• Ability to identify trends in helpdesk calls to detect core problems and client trends.
• Ability to work independently and as part of a team.
• Must be willing to work a flexible schedule and overtime.
• Able to lift and carry a minimum of 35 pounds and demonstrate manual dexterity for bending, stooping, squatting, and standing for prolonged periods.
• Occasionally must move items over 50 pounds with assistance.
• Must have visual color acuity and be able to sit and operate a personal computer for long periods.
• Associate's degree (AA and/or AS) in Information Technology and/or related field, or professional experience.
• 2–4+ years of relevant customer service / help desk / troubleshooting experience for corporate end users.
• Excellent written and verbal communication skills.
• Must be capable of explaining and instructing technical data in non‑technical terms.
• Must…