Desktop Support Engineer

Overview

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 the largest “Canadian-Owned” IT staffing/consulting company.

Procom’s areas of staffing expertise include:

• Application Development
• Project Management
• Quality Assurance
• Business/Systems Analysis
• Data warehouse & 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)

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.
• Provide Level-1 technical support for supported desktops, laptops, and peripherals, including:
• Correcting hardware problems 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
• Providing support services to employees with technical problems and IT issues involving desktop, laptops, PDA or network services from local personnel or via VPN
• Providing timely resolution of problems or escalation on behalf of customers to appropriate technical personnel
• Exercising 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, including:
• 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 to educate customers about basic and specialized applications
• Develops, documents, and implements standard operating procedures and customer service guidelines related to Desktop Managed Services support
• Reliability and a strong sense of responsibility
• Ability to work independently and take ownership
• Solid technical and analytical skills
• 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

• Associate's Degree or equivalent experience required
• A+ Certification recommended
• 1-2 years or more of related experience preferred

ASAP

3+ months

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