Help Desk Services, Group Lead

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   

Ideal candidates provide technical expertise to both the end users and FRONT-LINE fellow employees who are tasked to solve technology problems for the end users. The candidates’ responsibilities include monitoring and support maintenance for enterprise software deployed with modern cloud technologies in a security focused environment. The candidate will assist their fellow employees by overseeing a service desk ticketing system to appropriately resolve software problems and to help in the deployment of new technology as required. While performing these functions, the candidate will also be expected to provide technical insight and guidance to the team they will be assigned.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Document and properly assign end user issues using a service desk ticketing system. 

• Troubleshoot problems with computer software and make repairs and corrections where required. 

• Be prepared to communicate with other partners and vendors to resolve end user issues.  

• Be prepared to solve complex software calls or work with the appropriate staff to resolve issues. 

• Support remote computing and telecommuting clients. 

• Evaluate and troubleshoot software for functionality. 

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

• Provide cross training to other staff members. 

• Will need to work shift or rotating hours as required.   

• Candidate must support 24/7 operation Wednesday-Saturday AND Sunday – Wednesday. Four days a week 10 hours each day. 24/7 shifts are 0600AM-0400PM, 0400PM-0200AM and 0000-1000AM. 

Qualifications and Education Requirements  

• B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering or other technical equivalent including on the job experience and/or certification.  

• Must have a Secret clearance with eligibility for Top Secret clearance.  

• Must have Security certification. 

• Must possess at least 3 years of recent experience with enterprise IT systems or support of the enterprise IT model or customer services. 

• Extensive experience with software platforms to include MS Windows 10. 

• Extensive experience in Microsoft Suite Office 2016/0365. 

• Must have extensive experience with Microsoft Active Directory and user management.  

• Great Diagnostic and troubleshooting skills.  

• DOD Approved 8570 Baseline Certification such as A CE, CCNA-Security, CND, Network CE or SSCP or higher or the ability to obtain and approved certification within 6 months of employment. 

• Excellent written and verbal communication skills.  

• Excellent customer service skills. 

• Knowledge of TCP/IP networking, and related network services (I.E., DNS, SNTP, DHCP, etc.). 

• Ability to manage multiple tasks, while effectively focusing on priority issues and staying within service level agreement targets.  

• Ability to read the room of junior technicians and fill gaps. 

• Ability to help in limiting over taxing of the helpdesk workflows.  

• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.  

• 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.  

• Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.  

Preferred Skills  

• AWS/Azure deployments and cloud certification. 

• Familiar cloud resource. 

• Familiar with Docker and Kubernetes platforms (Container Management). 

• Familiar with Storage options such as Ceph, Rook, OpenEBS, and Longhorn. 

• Familiar with API Gateways such as ISTIO. 

• Familiar with GitOps tools such as Terraform and Ansible. 

• Familiar with Databases such as Elasticsearch, redis, and ProstgreSQL. 

• Ability to monitor performance of a system’s behavior to detect a cyberattack. 

• Familiar with application administration and offline components that may result in a degradation of performance. 

• Familiar with JIRA/Confluence configurations (i.e. workflows, security permissions, etc.). 

• Ability to address security vulnerability and/or product enhancements.  

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 over time.  

• Limited travel may be required.  

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

• Ability to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat, and stand for prolonged periods.  

• 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.  

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.