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 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 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. Role Desktop Support Engineer — Job Details Responsibilities 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 Communication & Qualifications 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 Education & Experience Associate's Degree or equivalent experience required A+ Certification recommended 1-2 years or more of related experience preferred ASAP 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. #J-18808-Ljbffr