Desktop Support Engineer

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 $18.50/hour On behalf of our client, Procom Services is searching for a Desktop Support Engineer for a contract opportunity in Charlotte, NC. 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. 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 satisfaction. Provide Level-2 technical support for supported desktops, laptops, and peripherals. This includes the following activities: Correct hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors. Manage returns on warranted parts and systems. Package and ship replacement parts to customers. Maintain standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers. May participate in development of information technology and infrastructure projects. Install, support and troubleshoot approved desktop software. Perform 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). Provide timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel. Exercise judgment with defined procedures and practices to determine appropriate action. Create and maintain images for standard systems. Recommend hardware and software solutions, including new acquisitions and upgrades.

• Associate's Degree or equivalent experience required.
• A+ Certification strongly recommended, MCP/MCSSA preferred, ITIL Certification preferred.
• 3 years or more of related experience preferred.
• Reliable 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.
• Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues