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CAE · 3 days ago

Help Desk Program Admin-EN

Orlando, FL

Full-time

Onsite

Mid Level

3+ years exp

CAE is a leader in defense and security, civil aviation, and healthcare, focused on revolutionizing training and critical operations. The Help Desk Program Admin will provide technical support to end users and assist in managing a service desk ticketing system, ensuring software functionality and system integrity.

AerospaceEnterprise SoftwareInformation TechnologySecuritySimulationTechnical Support

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

B.S. in Computer ScienceSecurity + certification3 years enterprise IT experienceMS Windows 10Microsoft Office 2016/0365Microsoft Active DirectoryTCP/IP networkingDOD Approved 8570 CertificationDiagnostic skillsTroubleshooting skillsCustomer service skillsAWS/Azure knowledgeDockerKubernetesAPI Gateways knowledgeGitOps tools knowledgeDatabase knowledgeCommunication skills

Required

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

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