IT Service Desk Technician

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!

The Service Desk Technician coordinates all IT tasks and functions for the Fort Hood CAE Training Center; as a member of the Training Systems Support Center, TSSC and provides direct on-site support to classrooms, briefing rooms, and all Program hardware/software solutions. Additionally, the service desk technician actively supports the Quality Assurance and Training management systems.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reports to the TSSC Manager, oversee and coordinate all IT Service Desk activities. Ensure helpdesk tickets are prioritized and addressed in accordance with TSSC procedures guide. Provide IT support and coordinate with IT team members, ensuring timely action on all service tickets. Monitor hardware/software and support the TSSC Manager in the planning of lifecycle management.

Install, configure, troubleshoot, and provide support for various software packages. Test fixes to ensure problems have been adequately resolved. Technical classroom equipment; projectors, TVs, satellite receivers and smart boards. Accurately and fully document all pertinent information regarding a help request in the electronic help ticketing system. Escalate problems (when required) to the appropriately experienced technician. Provide orientation for new students regarding course material and TSSC services.

Provide computer network infrastructure (CNI) orientation to employees. Administration, Documentation and Research Assist in preparing, maintaining, and upholding departmental procedures particularly those related to logging, reporting, and statistically monitoring all TSSC operations. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Updating inventory control for both hardware and software. Actively support the department’s quality assurance program in the development by maintaining processes, procedures, use of job aids, and oversight of operations and service level agreements. Actively support the department management system through the participation of internal compliance audits and follow up improvements and corrective actions. Performs systems interface/fault isolation. Apply fundamental troubleshooting procedures in the maintenance of interfaces and peripheral equipment used with computers.

Provides networking and information systems support on training devices and networks. Perform facility/housekeeping in areas not covered by janitorial services contract as required to maintain a…