Desktop Services Engineer

Job Description

On behalf of our client, Procom Services, we are searching for a Desktop Services Engineer for a contract opportunity in Boston, MA.

• Provide Level‑2 technical support for desktops, laptops, and peripherals, including hardware problem resolution and coordination with OEM vendors.
• Manage returns of warranted parts and systems, package and ship replacement parts, and maintain standard software configurations.
• Develop and maintain images for standard systems, and support approved desktop software.
• Perform planned maintenance, moves, adds, and changes, and provide support for employees with technical problems, including remote VPN access.
• Resolve incidents in a timely manner and provide escalation to appropriate technical personnel.
• Exercise judgment with defined procedures and practices to determine appropriate actions.
• Recommend hardware and software solutions, including new acquisitions and upgrades.
• Consult with the Service Desk on support calls and communicate highly technical information to technical and non‑technical personnel.
• Provide case status updates to management and end users, phone support and diagnostics to remote customers, and participate in training programs.
• Develop, document, and implement standard operating procedures and customer‑service guidelines for Desktop Managed Services support.
• Maintain reliability, strong sense of responsibility, and ability to work independently and take ownership.
• Diagnose and repair software and hardware for desktops and laptops.
• Use knowledge of supported Microsoft Windows operating systems, Microsoft Office, Active Directory administration, and LAN/VPN connectivity.
• Employ good judgment in selecting methods and techniques to obtain solutions and demonstrate solid technical and analytical skills.
• Communicate effectively with a wide range of customers and maintain strong interpersonal skills.
• Travel as required and lift up to 50 lbs (printers, desktop machines, etc.).

• A+ Certification recommended; MCTS, MCITP, MCPD, MCM preferred; ITIL Certification preferred.
• 2–4 years or more of related experience preferred.
• Ability to travel as required and lift up to 50 lbs.

All applicants will be considered for employment regardless of race, color, religion, national origin, age, gender identity, sex, disability or any other characteristic protected by law.