IT Service Desk Technician

Who We Are: CAE Vision: Our vision is to be the worldwide partner of choice in defense and security, and civil aviation 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 The Service Desk Technician coordinates all IT tasks and functions for the Fort Hood CAE Training Center; as a member of the Training Systems Support Center, TSSC and provides direct on-site support to classrooms, briefing rooms, and all Program hardware/software solutions. Additionally, the service desk technician actively supports the Quality Assurance and Training management systems. Essential Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reports to the TSSC Manager, oversee and coordinate all IT Service Desk activities. Ensure helpdesk tickets are prioritized and addressed in accordance with TSSC procedures guide. Provide IT support and coordinate with IT team members, ensuring timely action on all service tickets. Monitor hardware/software and support the TSSC Manager in the planning of lifecycle management. Install, configure, troubleshoot, and provide support for various software packages. Test fixes to ensure problems have been adequately resolved. Technical classroom equipment; projectors, TVs, satellite receivers and smart boards. Accurately and fully document all pertinent information regarding a help request in the electronic help ticketing system. Escalate problems (when required) to the appropriately experienced technician. Provide orientation for new students regarding course material and TSSC services. Provide computer network infrastructure (CNI) orientation to employees. Administration, Documentation and Research Assist in preparing, maintaining, and upholding departmental procedures particularly those related to logging, reporting, and statistically monitoring all TSSC operations. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Updating inventory control for both hardware and software. Actively support the department’s quality assurance program in the development by maintaining processes, procedures, use of job aids, and oversight of operations and service level agreements. Actively support the department management system through the participation of internal compliance audits and follow up improvements and corrective actions. Performs systems interface/fault isolation. Apply fundamental troubles­hooting procedures in the maintenance of interfaces and peripheral equipment used with computers. Provides networking and information systems support on training devices and networks. Perform facility/housekeeping in areas not covered by janitorial services contract as required to maintain a safe and clean work environment. Qualifications and Education Requirements Requires 2 to 4 years’ experience with BS/BA or 0 to 2 years with MS/MA/Military experience. Advanced IT knowledge and troubleshooting skills. Ability to work independently and as part of a team. Advanced knowledge of computer hardware/software configuration including peripheral devices. Basic understanding of computer networking. Good command of English both oral and written. Superior customer service skills. Able to work with minimal supervision. Reliable transportation and availability for on-call work. Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role. Preferred Skills Must be able to define problems, collect data, establish facts, and draw valid conclusions. An ability to interpret complex customer requirements and attitudes from verbal, non-verbal, and written communication is desirable. Ability to read and understand IT infostructure schematics, drawings and procedures. Must have the ability to read, analyze, and interpret the most complex word and technical documents/diagrams. Will be required to respond effectively to sensitive inquiries and complaints. Must be able to generate effective oral and written presentations and proposals on complex subjects. 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 Duties performed in an office environment and manufacturing facility. Must be able to work overtime on and off-shifts as required. The employee is on call 24x7 for the resolution of problems and issues. 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. Must be able to work any day of the week, any shifts, to support customer training and maintenance requirements. Work in flight simulators, maintenance areas, classrooms, projection rooms, office areas, simulator high bays, shop floor, and hydraulic pump rooms. Must be able to lift at least 40 pounds overhead. Must be able to walk and/or climb stairs and ladder into a simulator or airplane cockpit. Must be able to distinguish colors. Will at times be exposed to the following conditions: extreme heat, airborne particles, and loud noises. Domestic and international travel as required . 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 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 About CAE At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success. Position Type Regular Equal Opportunity Employer CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws. At CAE, everyone is welcome to contribute to our success. 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 . Data Privacy Privacy Statement | CAE As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.