/ Desktop Services Engineer

Desktop Services EngineerProcom 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 DescriptionProvide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.Provide Level-2 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 systemsPackaging and shipping replacement parts to customersMaintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and driversMay participate in development of information technology and infrastructure projectsInstalling, supporting and troubleshooting approved desktop softwarePerforming planned maintenance, moves, adds and changesProvide 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 personnelExercises judgment with defined procedures and practices to determine appropriate actionCreating and maintaining images for standard systemsRecommends hardware and software solutions, including new acquisitions and upgradesDemonstrates good judgment in selecting methods and techniques for obtaining solutionsUses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and proceduresRequires little day-to-day supervisionAbility 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 callsAble to communicate highly technical information to both technical and non-technical personnelProviding Case status updates to management and end-usersProviding phone support and diagnostics to remote customersParticipating in training programs designed to educate customers about basic and specialized applicationsDevelops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services supportQualificationsStrong customer service skillsReliability and a strong sense of responsibilityAbility to work independently and take ownershipSolid technical and analytical skills requiredAbility to troubleshoot, support, and repair software and hardware for desktop and laptop computersKnowledge of supported Microsoft Windows operating systemsExperience with Active Directory administrationKnowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft OfficeStrong interpersonal skills in dealing with a wide range of customers with varying computer abilitiesExperience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issuesEDUCATION and/or WORK EXPERIENCE:Associate's Degree or equivalent experience requiredA+ Certification recommended, MCTS, MCITP, MCPD, MCM preferred, ITIL Certification preferred2-4 years or more of related experience preferred SPECIAL CONDITIONS: (Travel, work environment, physical demands, certificates, licenses etc..)Ability to travel as required.Ability to lift 50lbs (printers, desktop machines, etc).Additional InformationPLEASE NOTE THAT WE ARE NOT ABLE TO WORK WITH CANDIDATES ON H1B VISAS OR CANDIDATES REPRESENTED BY THIRD PARTIES.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply