Job Description :
Desktop Support Engineer

Charlotte, NC. 28269

6+ Months

Pay Rate: $18.00

Desktop Support Engineer

On behalf of our client, Procom Services is searching for a Desktop Support Engineer for a contract opportunity in Charlotte, NC.

This is the replacement for req 1338 - contractor just quit - please ensure when you are vetting candidates that they are truly interested in a helpdesk job at this level prior to submitting. Mostly deskside Support, with limited phone support. Ticket count varies depending on the business, but several tickets per day can be expected. Supporting Windows 7 for Desktops/Laptops. Windows 8.1 for Surface Tablets. Windows 10 is forthcoming. This group provide hands and eyes (H&E) for servers, but the responsibility to address them primarily falls on another group. Supporting Desktops, Laptops, Printers, Mobile Devices including Tablets and Rugged Truck Mounted Computers. Printers/Scanners (3rd party vendor supported) as well as the Hands and Eyes to the Network and Server Groups. Ticket training is provided (ticketing tool is CA Tools), Remote Applications such as TeamViewer.

Please review this requirement and if interested email your updated resume in a word document with your contact details, current location, availability and hourly pay rate expectations to

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. Able to 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 to published SLAs while maintaining a high level of customer satisfactions.


Provide Level-2 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

Provide Level-2 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
Creating and maintaining images for standard systems
Recommends hardware and software solutions, including new acquisitions and upgrades

Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
Requires little day-to-day supervision
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
Experience troubleshooting intermediate complex local area network (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

Desktop Support Engineer Start Date


Desktop Support Engineer Assignment Length

6+ months

"Please note that we are not able to work with candidates on H1B Visas or candidates represented by third parties."