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)

Desktop Support Engineer 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. POSITION DUTIES AND RESPONSIBILITIES: Provide Level-1 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 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 • 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) • Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel • Exercises 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. This includes the following activities: • 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 designed to educate customers about basic and specialized applications • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support Desktop Support Engineer Mandatory Skills • Strong customer service skills • Reliability 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 EDUCATION and/or WORK EXPERIENCE: • Associate's Degree or equivalent experience required • A+ Certification recommended • MCTS, MCITP, MCPD, MCM preferred • ITIL Certification preferred • 1-2 years or more of related experience preferred Desktop Support Engineer Start Date ASAP Desktop Support Engineer Assignment Length 3+ months

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