Program Help Desk Moderator

Role and Responsibilities

SUMMARY

Support end users by working within a service desk ticketing system to appropriately resolve software problems, perform application installations, and help in the deployment of new technology as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

• Support remote computing and telecommuting clients.
• Be prepared to communicate with other partners and vendors to resolve end user issues
• Evaluate software for functionality.
• Troubleshoot problems with computer software and suggest repairs and corrections where required.
• Will need to be open to working shift or rotating hour.
• Provide cross training to other staff members.
• Document end user issues using a service desk ticketing system.
• Exercise responsibility for the integrity, security, and maintenance of the systems.
• Escalate complex software calls to the appropriate staff.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Able to identify trends in helpdesk calls to identify core problems and client trends.
• Extensive experience with software platforms to include MS Windows 10.
• Good diagnostic and troubleshooting skills.
• Excellent customer service skills.
• Must have extensive experience with Microsoft Active Directory and user management.
• Must have a Secret clearance with eligibility for a Top Secret clearance.
• DOD Approved 8570 Baseline Certification such as CompTIA Security+ CE , CCNA-Security, CND, Network+ CE or SSCP or higher or the ability to obtain an approved certification within 6 months of employment.
• Ability to create, document, and follow processes and procedures.
• Able to understand the core of the client’s issues and solve them expeditiously.
• Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
• Extensive experience in Microsoft Suite Office 2016/O365.
• Ability to manage multiple tasks, while effectively focusing on priority issues while staying within service level agreement targets.

EDUCATION AND/OR EXPERIENCE

• Reasoning Ability.
• A.A.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering or other technical equivalent including experience and/or certifications.
• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Must be capable of explaining and instructing technical data in non-technical terms.
• Two years or more of related experience desired.
• Excellent written and verbal communication skills are required.

SECURITY RESPONSIBILITIES

• Shall not divulge any information, or afford access, to other employees not having a need-to-know.
• Compliant with all company Information Systems security policies and procedures.
• Possess a Secret clearance with eligibility for a Top Secret clearance.
• Incumbent shall execute company non-disclosure agreement prior to access to any controlled information.
• Shall be assigned specific responsibility for Information Security by immediate supervisor or department management.
• Shall not divulge information outside company without management approval.

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.

• 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 able to work with minimal supervision.
• Must be willing to work a flexible schedule and overtime.
• Limited travel may be required.
• Ability to perform essential duties and responsibilities worldwide.

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.

• Able 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.

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Position Type

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

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.

The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.