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Desktop Services Engineer

On-site Contract

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Experience Level

Entry Level

Qualifications

Mandatory Skills for Desktop Services Engineer:Proven customer service skills. Strong reliability and a sense of responsibility. Ability to work independently and take ownership of tasks. Solid technical and analytical skills. Proficiency in troubleshooting, supporting, and repairing desktop and laptop hardware and software. Familiarity with supported Microsoft Windows operating systems. Experience in Active Directory administration. Knowledge of installation, configuration, and troubleshooting of Microsoft Office software. Strong interpersonal abilities for interacting with a diverse customer base. Experience in troubleshooting complex LAN and VPN connectivity issues.

About the job

Procom Services is looking for a dedicated Desktop Services Engineer to join our team in Boston, MA, for an exciting contract opportunity. In this role, you will provide expert technical assistance to both internal and external customers facing hardware and software issues related to desktops, laptops, and peripherals. You will also resolve local area networking challenges to maintain seamless connectivity to the Corporate network, collaborating with our Infrastructure and Messaging teams as needed to address incidents promptly.

Your responsibilities will include offering Level-2 technical support for various devices, which involves:

  • Diagnosing and resolving hardware issues through coordination with OEM vendors.
  • Managing the return process for warranted parts and systems.
  • Packaging and shipping replacement parts to customers efficiently.
  • Maintaining standard software configurations and troubleshooting any issues with software images, applications, and drivers.
  • Potentially contributing to the development of IT and infrastructure projects.
  • Installing, supporting, and troubleshooting approved desktop software.
  • Executing planned maintenance, moves, additions, and changes as necessary.
  • Providing support to employees experiencing technical difficulties with desktops, laptops, PDAs, or network services, whether in-person or remotely via VPN.
  • Ensuring timely problem resolution or escalation to appropriate technical staff.
  • Applying sound judgment within defined procedures to determine the best course of action.
  • Creating and maintaining images for standard systems.
  • Recommending hardware and software solutions, including upgrades and new acquisitions.
  • Demonstrating excellent judgment in selecting methods and techniques for problem-solving.
  • Functioning independently with minimal supervision.

Furthermore, you may be required to be on call after hours. Effective communication with various customers and colleagues is essential, which includes:

  • Consulting with the Service Desk regarding support inquiries.
  • Translating technical information for both technical and non-technical personnel.
  • Providing case status updates to management and stakeholders.

About Procom Services

Procom Services is a premier provider of professional IT services and staffing solutions for businesses and governments across Canada. With over $500 million in revenue, we have been recognized by the Branham Group as the 3rd largest professional services firm in Canada, and we proudly stand as the largest Canadian-owned IT staffing and consulting company. Our expertise spans various areas, including:Application DevelopmentProject ManagementQuality AssuranceBusiness/Systems AnalysisData Warehousing & Business IntelligenceInfrastructure & Network ServicesRisk Management & ComplianceBusiness Continuity & Disaster RecoverySecurity & PrivacyWe specialize in contract staffing and staff augmentation to meet the unique needs of our clients.

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