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