IT CSS, Tech I-EN
CAE, Arlington, TX, United States
Overview
Supports end users by resolving hardware and software problems, installing applications, and deploying new technology. Works within a service desk ticket system and maintains service level agreements.
Essential Duties and Responsibilities
Resolve hardware and software issues for end users.
Perform client setup at the desktop level including installing, upgrading, implementing, and configuring operating systems, applications, and hardware.
Troubleshoot computer system problems, including hardware, software, e‑mail, network, and peripheral equipment; make repairs and corrections where required.
Escalate complex software, hardware, or network/workstation calls to appropriate staff.
Support remote computing and telecommuting clients.
Document resolutions using a service desk ticketing system.
Work with vendors to request service regarding software and hardware failures under maintenance agreements.
Evaluate software and hardware for functionality and ease of use for integration into the environment.
Participate in on‑call support on a rotating schedule.
Liaise with other departments, partners, and vendors.
Exercise responsibility for the integrity, security, and maintenance of the systems.
Provide cross‑training for other staff members.
Provide support on Microsoft Active Directory and Microsoft Office 365.
Support a variety of conference room and A/V equipment.
Manage inventory.
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, including MS Windows 11.
Extensive experience in Microsoft Office 365.
Extensive experience with Active Directory and user management.
Excellent customer service skills.
Knowledge of Microsoft Teams.
Knowledge of TCP/IP networking and related services (DNS, SMTP, DHCP, etc.).
Ability to manage multiple tasks, prioritize issues, and stay within service level agreement KPIs.
Ability to document and follow processes and procedures.
Strong analytical skills to understand and solve core client issues.
Ability to identify trends in helpdesk calls and core problems.
Ability to work independently and as part of a team.
Capability to work in areas with risk of electrical shock, moving mechanical parts, or high precarious places.
Willingness to work a flexible schedule and overtime.
Physical capability to lift and carry a minimum of 35 pounds and lift up to 50 pounds with assistance.
Visual color acuity.
Ability to sit and operate a personal computer for long periods.
Associate’s degree in Information Technology or related field, or equivalent experience.
2–4+ years of relevant customer service, help desk, or troubleshooting experience for corporate end users.
Excellent written and verbal communication skills.
Ability to explain and instruct technical information in non‑technical terms.
Eligibility for a DoD Personal Security Clearance.
Compliance with all company Information Systems security policies and procedures, including non‑disclosure agreements and restricted information handling.
Security Responsibilities
Must comply with all company security and data protection policies and procedures. Personally responsible for proper marking and handling of all information and materials in any form. Must be eligible for a DoD Personal Security Clearance.
Work Environment
Duties performed in an office environment and manufacturing facility.
Work overtime on and off shifts as required.
Employee on call 24/7 for resolution of problems and issues.
Other Duties
Please note this job description is not comprehensive and duties, responsibilities, and activities may change at any time with or without notice.
Equal Opportunity Employer
CAE USA Inc. is an equal opportunity employer. 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.
Accommodation Contact
If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact
hrops@caemilusa.com .
#J-18808-Ljbffr
Supports end users by resolving hardware and software problems, installing applications, and deploying new technology. Works within a service desk ticket system and maintains service level agreements.
Essential Duties and Responsibilities
Resolve hardware and software issues for end users.
Perform client setup at the desktop level including installing, upgrading, implementing, and configuring operating systems, applications, and hardware.
Troubleshoot computer system problems, including hardware, software, e‑mail, network, and peripheral equipment; make repairs and corrections where required.
Escalate complex software, hardware, or network/workstation calls to appropriate staff.
Support remote computing and telecommuting clients.
Document resolutions using a service desk ticketing system.
Work with vendors to request service regarding software and hardware failures under maintenance agreements.
Evaluate software and hardware for functionality and ease of use for integration into the environment.
Participate in on‑call support on a rotating schedule.
Liaise with other departments, partners, and vendors.
Exercise responsibility for the integrity, security, and maintenance of the systems.
Provide cross‑training for other staff members.
Provide support on Microsoft Active Directory and Microsoft Office 365.
Support a variety of conference room and A/V equipment.
Manage inventory.
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, including MS Windows 11.
Extensive experience in Microsoft Office 365.
Extensive experience with Active Directory and user management.
Excellent customer service skills.
Knowledge of Microsoft Teams.
Knowledge of TCP/IP networking and related services (DNS, SMTP, DHCP, etc.).
Ability to manage multiple tasks, prioritize issues, and stay within service level agreement KPIs.
Ability to document and follow processes and procedures.
Strong analytical skills to understand and solve core client issues.
Ability to identify trends in helpdesk calls and core problems.
Ability to work independently and as part of a team.
Capability to work in areas with risk of electrical shock, moving mechanical parts, or high precarious places.
Willingness to work a flexible schedule and overtime.
Physical capability to lift and carry a minimum of 35 pounds and lift up to 50 pounds with assistance.
Visual color acuity.
Ability to sit and operate a personal computer for long periods.
Associate’s degree in Information Technology or related field, or equivalent experience.
2–4+ years of relevant customer service, help desk, or troubleshooting experience for corporate end users.
Excellent written and verbal communication skills.
Ability to explain and instruct technical information in non‑technical terms.
Eligibility for a DoD Personal Security Clearance.
Compliance with all company Information Systems security policies and procedures, including non‑disclosure agreements and restricted information handling.
Security Responsibilities
Must comply with all company security and data protection policies and procedures. Personally responsible for proper marking and handling of all information and materials in any form. Must be eligible for a DoD Personal Security Clearance.
Work Environment
Duties performed in an office environment and manufacturing facility.
Work overtime on and off shifts as required.
Employee on call 24/7 for resolution of problems and issues.
Other Duties
Please note this job description is not comprehensive and duties, responsibilities, and activities may change at any time with or without notice.
Equal Opportunity Employer
CAE USA Inc. is an equal opportunity employer. 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.
Accommodation Contact
If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact
hrops@caemilusa.com .
#J-18808-Ljbffr