IT Support Lead

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!

This position is contingent on Contract Award.

Summary

Provides exemplary leadership for customer service/helpdesk support team. Ensures database and network security. Responsible for authorizing access to the database, for coordinating and monitoring its use and for acquiring software and hardware resources as needed. Accountable for problems such as breach of security or poor system response time. Responsible for creating accounts, setting system parameters, granting account authorization, changing a schema, and reorganizing the storage structure of a database and other network systems. Repairs databases when corrupted or when programs do not exist to fix data caused by program logic errors. Selects, procures and delivers client hardware and software. Manages team responsible for first-line customer service, including incident correction and requests for new hardware and software. Generates metrics based on department performance and function. Effectively manages IT-based projects based on priority and user requirements. Identifies and evaluates new/existing processes and provides constructive improvements when needed. Assists with coordination and communication of software and hardware deployments, both internally and to numerous remote locations worldwide. Acts as point of escalation for difficult issues or unusual incidents. Conducts routine surveys of users to determine effectiveness of customer service/Help Desk support.

Essential Duties and Responsibilities

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

Responsible for all C-17 TS IT systems, requirements, obsolescence management, upgrades, and operations.

Maintains C-17 TS network, ensuring cybersecurity controls are current and functioning, while maintaining user access and functionality.

Leads team through all aspects of IT customer support -- Creating accounts, setting system parameters, granting account authorization, changing a schema, and reorganizing the storage structure of a database and other network systems.

Performs daily and weekly network backups

Develops and maintains IT Help Desk processes and tasks. Ensures IT Help Desk is staffed and that trouble tickets are tasked and resolved

Installs new Workstations, operating systems and common desktop applications

Attaches users to the network and maintains network address and username databases

Adds and deletes users from the workstation and e-mail domain files

Provides primary workstation problem diagnosis and repair for applications, operating systems and networking.

Supports remote computing and tele-commuting end users

Documents all procedures to collect into the Helpdesk support procedure manual

Consults with network and software staff to explain problems and recommend changes to programs

Calls software and hardware vendors to request service regarding software and hardware failures under maintenance

Tests software and hardware to evaluate ease of use and integration into our common desktop environment.

Trains users in common desktop applications

Ensures database and network security.

Works with programmers to design new database tables, views, roles. Understand use of hot/cold backups and RAID technology.

Estimates hardware (disk space, RAM, CPU, tape) requirements and forecast needs. Monitor usage of system. Coordinate refreshing of test database.

Consults with users to gather information about program needs, objectives, functions, features, and input and output requirements.

Allocates system storage and plan future storage requirements for the database system

Ensures Scheduled Backup Procedures, Non-Scheduled Backup Procedures, and Types of Backup Media (Initialization Procedures, Label Documentation, Storage Locations (onsite/offsite), testing backups) are in place and functional.

Maintains archived data on backup media (types, storage life, doc, loc., testing, accessing)

All other duties assigned.

Qualifications and Education Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor’s degree in Management Information Systems, Computer Science, Software Engineering or other technical equivalent

5+ years’ experience in IT field or a combination of education and related experience

Knowledge in host and client/server, telecommunications and network migration and development, desktop computing, information system integration, hardware/software evaluation.

Experience with the following operating systems, tools, databases, hardware platforms: Current mainstream server software and end-user software, such as Microsoft server and Windows office programs. Understands Microsoft domain set and configuration tools (e.g., Active Directory, NTFS, GPO, IPsec, Exchange, SQL, WSUS).

Experience in design, test, troubleshooting Ethernet local-area network (LAN) and wide-area network (WAN) networking and protocols (Layer 2/3 VLANs, VLAN trunking, IOS, IPS/IDS, VOIP).

Thorough understanding of large-scale storage technology (SAN, NAS, Fiber channel, Tiered storage, zoning, LUNs, security, replication, backup). Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Professional (MCP), Cisco Certified Network Associate (CCNA), Certified Information Systems Security Professional (CISSP) or Security+ certifications preferred.

Must be proficient in Microsoft Excel, PowerPoint, Project, and Word.

Must be able to effectively deliver oral presentations to management and customers

Must be able to work independently, with minimal supervision

Must be able to work overtime as required.

Must be willing to work any shift or day of the week as required.

Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.

SUPERVISORY RESPONSIBILITIES

Manage day-to-day progress of TSSC IT efforts through constant interaction with teams of department managers, instructors, engineers, technicians, subcontractors, government representatives and training support personnel.

Responsible for scheduling personnel, managing labor and material expenditures.

Attends meetings, manages delivery schedules and coordinates configuration management activities. Ensure a safe and secure work environment is established and maintained.

Responsible for supervision and oversight of TSSC IT resources and personnel.

Language/Mathematical/reasoning Skills

Excellent verbal and written communication skills

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