Help Desk Program Admin

About CAE

• 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.

• 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!

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.

• 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 shift or rotating hours as required.

• B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering or other technical equivalent including on the job experience and/or certification.
• Must have a Secret clearance with eligibility for Top Secret clearance.
• Must have Security + certification.
• Must possess at least 3 years of recent experience with enterprise IT systems or support of the enterprise IT model or services.
• Extensive experience with software platforms to include MS Windows 10.
• Extensive experience in Microsoft Suite Office 2016/0365.
• Must have extensive experience with Microsoft Active Directory and user management.
• Great Diagnostic and troubleshooting skills.
• DOD Approved 8570 Baseline Certification such as A+ CE, CCNA-Security, CND, Network+ CE or SSCP or higher or the ability to obtain and approved certification within 6 months of employment.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Knowledge of TCP/IP networking, and related network services (I.E., DNS, SNTP, DHCP, etc.).
• Ability to manage multiple tasks, while effectively focusing on priority issues and staying within service level agreement targets.
• Ability to read the room of junior technicians and fill gaps.
• Ability to help in limiting over taxing of the helpdesk workflows.
• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• 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.
• Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.
• Candidate must support 24/7…