IT Technician II

Role and Responsibilities

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 customersu2019 training and critical operations with digitally immersive solutions to elevate safety, efficiency and readiness.
• CAE Defense & Security Mission: CAEs 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

The Service Desk Technician coordinates all IT tasks and functions for the Dothan Training Center; as a member of the TSSC and IT CSS, provides support to classrooms, briefing rooms, and all Program hardware/software solutions. Additionally, the service desk technician actively supports the Quality management and Training management systems.

Essential Duties and Responsibilities

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

• Reports to the IT CSS Manager, under the direction of the TSSC Manager, oversee and coordinate all IT Service Desk activities.
• Ensure helpdesk tickets are prioritized and addressed in accordance with TSSC and CSS procedures guide and business needs.
• Provide IT support and coordinate with IT team members, ensuring timely action on all service tickets.
• Monitor hardware/software and support the TSSC and CSS 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.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Accurately and fully document all pertinent information regarding a help request in the electronic help ticketing system.
• Prioritize and schedule problems. 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

• Write technical specifications for purchase of department related hardware and software.
• Assist in preparing, maintaining, and upholding departmental procedures particularly those related to the logging, reporting, and statistically monitoring all TSSC operations.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• 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 quality management system in the development and maintenance of processes, procedures, work instruction and operating and service level agreements.
• Actively support the department management system though the participation of internal compliance audits and follow up improvements and corrective actions.

Qualifications and Education Requirements

• Requires 2 to 4 yearsu2019 experience with BS/BA or 0 to 2 years with MS/MA/Military experience
• Expert knowledge of computer hardware/software configuration including peripheral devices
• Basic understanding of relational databases (e.g. Microsoft SQL)
• Basic programming knowledge involving Java Script, HTML 5, and SQL
• Good command of English both oral and written and customer service skills
• Able to work with minimal supervision

Preferred Skills

• Ability to read and interpret DoD and company regulations
• Compilation of data and statistical analysis
• DoD FOCI-related security experience

Security Responsibilities

Must complyu202Fwith all company security and data protection / usage policies and procedures.u202F Personally responsible for proper marking 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.u202F 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.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Work must be performed onsite.
• 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.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to operate personal computer and communicate via telephone
• Work activities require sitting, standing, or walking for short periods throughout the day and focused visual concentration or focused listening.
• Ability to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat and stand for prolonged periods
• Must have color vision
• Ability to sit and operate a personal computer for long periods

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 youu2019d 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 contractoru2019s legal duty to furnish information.

Position Type

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", weu2019re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.