IT CSS Tech I_

Arlington

About This Role

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 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.

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

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.

Essential Duties and Responsibilities

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

+ 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

+ Documents issue resolution using the 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, exchange 2013 and Microsoft Office Suite 2016.

Qualifications and Education Requirements

+ Associate's 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.

+ Extensive experience with hardware/software platforms to include MS Windows 7 and 10

+ Extensive experience in Microsoft Suite Office 2013/2016

+ Must have extensive experience with Microsoft Active Directory and user management

+ Experience in supporting Office365 and MS Teams

+ Excellent customer service skills.

+ Knowledge of Microsoft Lync/Skype for Business.

+ 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 while staying within service level agreement targets.

+ 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.

+ 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.

Security Responsibilities

Must comply with all company security and data protection / usage policies and procedures.  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.  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

+ The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ Must be able to work with minimal supervision.

+ 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.

+ Ability to perform essential duties and responsibilities worldwide.

+ Must be willing to work a flexible schedule and overtime

+ Limited travel may be required

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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.

+ 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 have the ability to work overtime as necessary.

+ Must be able 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 you’d like more information about your EEO rights as an applicant under the law, please click here Know Your Rights: Workplace Discrimination is Illegal (eoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf) .

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.

Position Type

Regular

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

Equal Opportunity Employer

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at [email protected] .

At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitalize the physical world, deploying simulation training and critical operations support solutions. Above all else, we empower pilots, airlines, defence and security forces, and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we’re everywhere customers need us to be with more than 13,000 employees in more than 200 sites and training locations in over 40 countries. CAE represents 75 years of industry firsts—the highest-fidelity flight and mission simulators, surgical manikins, and personalized training programs powered by artificial intelligence. We’re investing our time and resources into building the next generation of cutting-edge, digitally immersive training and critical operations solutions while keeping positive environmental, social and governance (ESG) impact at the core of our mission. Today and tomorrow, we’ll make sure our customers are ready for the moments that matter.