IT Support Analyst

Role and Responsibilities Role & Responsibilities: SUMMARY OF THE JOB Responsible for the deployment and support of computer hardware and software including peripherals and components to employees. Perform a variety of (installation, move, add, change, disposal) and support tasks to meet user requirements. Participates and/or leads projects in the implementation of new IT EUC strategic plans. Demonstrates considerable knowledge of CAE’s computer standard equipment. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Works on the assembly, configuration, installation and level II/III support of computer hardware and software including peripherals and components. - Maintains and/or creates standard operating procedures, customer service guidelines and troubleshooting documentation for new services and activities. - Responsible/participates in coordinating internal/departmental project initiatives which may involve multiple IT/User groups. - Makes recommendations on lifecycle of IT technologies and processes. - Provide multi-sites support outside of local facility. - Support Telecommunications hardware/software assets such as VOIP, Cellular and mobile devices. - Actively monitors, detects, and removes malwares and illegal or non-authorized software. - Participates in coordinating user relocation support for all IT equipment. - Performs cleaning and preventive maintenance of IT equipment and network closets. - Work with vendors to resolve issues and product software updates based on new releases. - Assists the IT Manager with improvements to processes and establishing and maintaining a set of Service Level Agreements (SLA) applicable to the IT operations groups. - Other duties may be assigned. QUALIFICATIONS & SKILLS - Knowledge, skill, and/or ability required - Ability to troubleshoot and support windows environment (Office 365 and Win7/10). - Ability to support wide range of peripheral and mobile devices - Strong understanding of WAN concepts, and able to assist in network troubleshooting - Superior organizational and process skills - Ability to communicate and deliver customer services at the highest levels - Encourages and participates in all collaborative efforts - Willingness to take end to end ownership of issues - Strong project administration skills required to work across IT groups bringing innovation, creativity, and process management. - Strong knowledge of maintaining corporate documentation and procedures following group standards and policies. Adapting to changes within the organization. - Some travel may be required. EDUCATION REQUIRED Technical Degree (DEC)/College diploma in a technology discipline and/or an equivalent combination of education and related experience. EXPERIENCE REQUIRED - 2-4 years in an IT end user support environment. - Considerable knowledge on support of computer hardware and software, telecommunications, and networking - Understanding of ITIL processes GEOGRAPHICAL COVERAGE Support of local and LATAM CAE facilities. CONTACTS AND COMMUNICATIONS - Significant internal and external client contact. - Regular internal communication with all levels of staff within CAE. - Must be able to work independently and in team environment. Interfaces with customers, internal users, and senior management as required. LANGUAGE SKILLS Position Type Regular CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted. Equal Employment Opportunity At CAE, everyone is welcome to contribute to our success. With no exception. As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team. At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age. The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.