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. **This job will begin on-site in Tampa, FL for approximately 2-3 months and transition to Orlando, FL permanently once building is ready.**

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

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

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Must have a Secret clearance with eligibility for a Top Secret clearance.
• Extensive experience with software platforms to include MS Windows 10.
• Extensive experience in Microsoft Suite Office 2016/O365.
• Must have extensive experience with Microsoft Active Directory and user management.
• Good 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 an approved certification within 6 months of employment.
• Excellent customer service skills.
• 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 while staying within service level agreement targets.
• 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.

EDUCATION AND/OR EXPERIENCE

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

SECURITY RESPONSIBILITIES

• Compliant with all company Information Systems security policies and procedures.
• Shall be assigned specific responsibility for Information Security by immediate supervisor or department management.
• 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.
• Incumbent shall execute company non-disclosure agreement prior to access to any controlled information.
• Possess a Secret clearance with eligibility for a Top Secret clearance.

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.

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

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.

As part of Executive Order 14042, you may be required to be fully vaccinated against COVID-19 by January 4, 2022. CAE USA will consider employee requests for exemptions to the vaccination requirements based on medical/disability or sincerely held religious beliefs. All requests will be reviewed in accordance with applicable laws and must be approved by CAE USA prior to employment.

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 EEO is the Law poster.

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.

Job Type: Full-time

Pay: $20.00 - $33.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 12 hour shift
• Day shift
• Night shift
• On call
• Overtime
• Weekend availability

Ability to commute/relocate:

• Orlando, FL: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please acknowledge you understand. There will be a 2 week temporary duty rotation to MacDill every 6 weeks. Willing to complete.

Education:

• Associate (Preferred)

Experience:

• Technical support: 2 years (Required)

License/Certification:

• CCNA Security (Preferred)
• CompTIA A+ (Preferred)

Security clearance:

• Secret (Required)

Work Location: One location

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