Desktop Support Engineer

Company Description

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.

With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest “Canadian-Owned” IT staffing/consulting company.

Procom’s areas of staffing expertise include:
• Application Development
• Project Management
• Quality Assurance
• Business/Systems Analysis
• Datawarehouse & Business Intelligence
• Infrastructure & Network Services
• Risk Management & Compliance
• Business Continuity & Disaster Recovery
• Security & Privacy

Specialties• Contract Staffing (Staff Augmentation)
• Permanent Placement (Staff Augmentation)
• ICAP (Contractor Payroll)
• Flextrack (Vendor Management System)

Job Description

Desktop Support Engineer

On behalf of our client, Procom Services is searching for a Desktop Support Engineer for a contract opportunity in Durham, NC. Pay rate is $16.42/hr.

Desktop Support Engineer Job Details

Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES:

Provide Level-1 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

• Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.

• Managing returns on warranted parts and systems

• Packaging and shipping replacement parts to customers

• Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers

• May participate in development of information technology and infrastructure projects

• Installing, supporting and troubleshooting approved desktop software

• Performing planned maintenance, moves, adds and changes

• Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)

• Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel

• Exercises judgment with defined procedures and practices to determine appropriate action

•  Ability to work on call after hours as required

Communicate effectively with multiple customers and co-workers. This includes the following activities:

• Consulting with the Service Desk on support calls

• Able to communicate highly technical information to both technical and non-technical personnel

• Providing Case status updates to management and end-users

• Providing phone support and diagnostics to remote customers

• Participating in training programs designed to educate customers about basic and specialized applications

• Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support

Desktop Support Engineer Mandatory Skills

• Strong customer service skills

• Reliability and a strong sense of responsibility

• Ability to work independently and take ownership

• Solid technical and analytical skills required

• Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers

• Knowledge of supported Microsoft Windows operating systems

• Experience with Active Directory administration

• Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office

• Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities

EDUCATION and/or WORK EXPERIENCE:

• Associate's Degree or equivalent experience required

• A+ Certification recommended

• MCTS, MCITP, MCPD, MCM preferred

• ITIL Certification preferred

• 1-2 years or more of related experience preferred

Desktop Support Engineer Start Date

ASAP

Desktop Support Engineer Assignment Length

3+ months

Additional Information

All your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.