IT Service Desk Technician

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
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.
Essential Duties and Responsibilities
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 safe and clean work environment.
Qualifications and Education Requirements
Requires 2 to 4 years’ experience with BS/BA or 0 to 2 years with MS/MA/Military experience.
Advanced IT knowledge and troubleshooting skills.
Ability to work independently and as part of a team.
Advanced knowledge of computer hardware/software configuration including peripheral devices.
Basic understanding of computer networking.
Good command of English both oral and written.
Superior customer service skills.
Able to work with minimal supervision.
Reliable transportation and availability for on-call work.
Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.
Preferred Skills
Must be able to define problems, collect data, establish facts, and draw valid conclusions. An ability to interpret complex customer requirements and attitudes from verbal, non-verbal, and written communication is desirable. Ability to read and understand IT infostructure schematics, drawings and procedures.
Must have the ability to read, analyze, and interpret the most complex word and technical documents/diagrams. Will be required to respond effectively to sensitive inquiries and complaints. Must be able to generate effective oral and written presentations and proposals on complex subjects.
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
Duties performed in an office