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
• Data warehouse & Business Intelligence
• Infrastructure & Network Services
• Risk Management & Compliance
• Business Continuity & Disaster Recovery
• Security & Privacy

• 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 McRae, Georgia.

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. 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 with published SLAs while maintaining a high level of customer satisfaction.

POSITION

DUTIES AND RESPONSIBILITIES:

• Provide Level-2 technical support for supported desktops, laptops, and peripherals.
• 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.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
• Utilize skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures.
• 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 convey highly technical information to both technical and non-technical personnel.
• Provide case status updates to management and end-users.
• Provide phone support and diagnostics to remote customers.
• Participate in training programs to educate customers about basic and specialized applications.
• Develop, document, and implement standard operating procedures and customer service guidelines relating 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.
• Experience troubleshooting intermediate complex LAN and VPN connectivity issues.

• Associate's Degree or equivalent experience required.
• A+ Certification recommended; MCTS, MCITP, MCPD, MCM preferred; ITIL Certification preferred.
• 2-4 years or more of related experience preferred.

Assignment: ASAP

Assignment Length
: 6+ months

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