IT CSS, Tech I

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.

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

Essential Duties and Responsibilities

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 ofnew technology.

• Performs client setup at desktop level - installing, upgrading,implementingand configuring operating systems, applications, software, and hardware.

• Troubleshoots problems with computer systems, including hardware and software, e-mail,networkand peripheral equipment; makes repairs and corrections whererequired.

• Escalate complex software, hardware, or network/workstation calls to theappropriate staff.

• Supports remote computing and telecommuting clients

• Documentresolutions using service deskticketing system.

• Works with vendors to request serviceregardingsoftware and hardware failures under maintenance.

• Evaluate software and hardware for functionality and ease of use for integration into our environment.

• Participates in on-call support on a rotating schedule.

• Liaises with other departments,partnersand vendors.

• Exercises responsibility for the integrity, security, and maintenance of the systems.

• Provide cross-training for other staff members.

• Provide support on Microsoft Active DirectoryandMicrosoft Office365.

• Experience supporting a variety of conference room and A/V equipment.

• Inventory Management

• Collaborate with higher level Technical Support members and other IT teams to resolve end user issues.

Qualifications and Education Requirements

• Extensive experience with hardware/software platforms to include MS Windows11

• Extensive experience in Microsoft Suite Office365

• Must have extensive experience with Active Directory and user Excellent customer service skills.

• Knowledge of MicrosoftTeams.

• 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 issuesandstaying within service level agreementKPI.

• Ability to create, document, and follow processes and procedures.

• Able to understand the core of the client's issues and solve them expeditiously.

• Able toidentifytrends in helpdesk calls toidentifycore problems and client trends.

• Ability to work independently and as part of a team.

• 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

• 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 withassistance.

• Must have visual color acuity

• Must be able to sit andoperatea personal computer forlong periods.

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

• Associate's degree (AA and/or AS) in Information Technology and/or related field professional experience.

• 2-4+ years of relevant customer service/help desk/troubleshooting experience for corporate end users.

• Excellent written and verbal communication skills arerequired.

• 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.

• Must be eligible for DoD Personal Security Clearance.

• Compliance with all company Information Systems security policies and procedures. Shall be assigned specific responsibility for Information Security by immediate supervisor or department management.Should 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. Incumbent shall execute company non-disclosure agreement prior to access to any controlled information.

Security Responsibilities

Must complywith 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

• Duties performed in an office environment and manufacturing facility.

• Must be able to work overtime on and off shifts as required.

• The employee is on call 24x7 for the resolution of problems and issues.

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.

SEE NOTE on last page

The actual compensation rate is subject to the evaluation of the following factors (but not limited to): the candidate's work experience, qualifications, skills, internal equity, and market.

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 equal opportunity employer, and all qualified applicants will be considered for employment without regard to any protected characteristic, including disability and protected veteran status, as defined under federal, state, or local laws.

Applicants needing reasonable accommodation should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at hrops@caemilusa.com

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we've driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws.At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process.If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at CAECarrieres-Careers@cae.com.

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