IT CSS Service Desk Co - op

Technical Support Role

Provide technical support to users on the service desk. Responsibilities include:

• Supporting 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.
• Performing client setup at desktop level - installing, upgrading, implementing and configuring operating systems, applications, software, and hardware.
• Troubleshooting problems with computer systems, including hardware and software, e-mail, network and peripheral equipment; making repairs and corrections where required.
• Escalating complex software, hardware, or network/workstation calls to the appropriate staff.
• Supporting remote computing and telecommuting clients.
• Documenting resolution using the service desk ticketing system.
• Working with vendors to request service regarding software and hardware failures under maintenance.
• Evaluating software and hardware for functionality and ease of use for integration into our environment.
• Liaises with other departments, partners and vendors.
• Exercising responsibility for the integrity, security, and maintenance of the systems.
• Providing cross-training to other staff members.
• Experience supporting a network/platform of multiple client systems (Windows, Linux, Thin-Clients).
• Experience supporting client-issues with Multi-Factor Authentication (MFA) Platforms and Federation Services (NetIQ, ADFS, Duo, SAML, etc.).
• Experience supporting Windows Server technologies (2016, 2019 and 2022 preferred), Active Directory, DFS, DNS, DHCP, and Group Policy management.
• Endpoint management/reporting using Enterprise Antivirus Management server technologies (TrendMicro, Symantec Enterprise Protection Manager, etc.).
• Providing support on Microsoft Active Directory and Microsoft Office O365.
• 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 include:

• Extensive experience with hardware/software platforms to include MS Windows 11.
• Extensive experience in Microsoft Suite Office 365.
• Must have extensive experience with Active Directory and user Excellent customer service skills.
• Knowledge of Microsoft Teams.
• 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 issues and staying within service level agreement KPI.
• 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.
• 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 with assistance.
• Must have visual color acuity.
• Must be able to sit and operate a personal computer for long periods.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Preferred skills include:

• Experience in user application and operating system support.
• A+ certification.

Security responsibilities include:

• 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.

Work Environment includes:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical demands include:

• 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 with assistance.
• Must have visual color acuity.
• Must be able to sit and operate a personal computer for long periods.

Other duties may include:

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 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 hrops@caemilusa.com.