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Job Details

Desktop Support Engineer Lead

Company name
Procom Technology, Inc.

Bala Cynwyd, PA

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On behalf of our client, Procom Services is searching for a for a contract opportunity in Bala Cynwyd, PA. Desktop Support Engineer Lead 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 manage local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging leads 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. POSITION DUTIES AND RESPONSIBILITIES:\u00a0 Provide Level-3\/4 technical support for supported desktops, laptops, and peripherals. This includes the following activities: \u2022 Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors. \u2022 Managing returns on warranted parts and systems \u2022 Packaging and shipping replacement parts to customers \u2022 Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers \u2022 May own the development of information technology and infrastructure projects \u2022 Installing, supporting and troubleshooting approved desktop software \u2022 Performing planned maintenance, moves, adds and changes \u2022 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) \u2022 Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel \u2022 Supervises the process of creating and maintaining images for standard systems. Also makes recommendations on proposed changes for image updates and creates the standard operating environment RFC either periodically or as business needs requires. \u2022 Recommends hardware and software solutions, including new acquisitions and upgrades \u2022 Determines methods and procedures on new assignments, and may provide guidance to other personnel \u2022 Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures \u2022 Troubleshooting and resolving complex LAN connectivity incidents by coordinating effort with upper tier support teams to help facilitate a solution. \u2022 Ability to work on call after hours as required Communicate effectively with multiple customers and co-workers. This includes the following activities: \u2022 Consulting with the Service Desk on support calls \u2022 Able to communicate highly technical information to both technical and non-technical personnel \u2022 Providing Case status updates to management and end-users \u2022 Providing phone support and diagnostics to remote customers \u2022 Develops\/Manages training programs designed to educate customers about basic and specialized applications \u2022 Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support \u2022 Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction \u2022 Analyzes problem trends and develops ideas to achieve problem resolution \u2022 Mentor Desktop Engineers to reach departmental, individual goals, and objectives \u2022 Act as a team escalation point for service failures TEAM LEAD RESPONSIBILITIES: \u2022 Ability to fill in as acting Manager when necessary \u2022 Schedule team to meet customer requirements \u2022 Control overtime costs to meet management requirements \u2022 Provide direction to employees according to established policies and management guidance QUALIFICATIONS: \u2022 Strong customer service skills \u2022 Reliability and a strong sense of responsibility \u2022 Ability to take accountability \u2022 Solid technical and analytical skills required \u2022 Ability to manage multiple IT \/ Desktop initiatives and deliver projects on-time and under budget \u2022 Thorough knowledge of supported Microsoft Windows operating systems \u2022 Intermediate experience with Active Directory administration \u2022 Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office \u2022 Strong interpersonal skills in dealing with a wide range of high-profile customers with varying computer abilities \u2022 Coordinate the solution for resolving advanced complex local area network (LAN) and VPN connectivity issues with upper tier support teams EDUCATION and\/or WORK EXPERIENCE:\u00a0 \u2022 Bachelor's Degree or equivalent experience required \u2022 A Certification recommended \u2022 MCTS, MCITP, MCPD, MCM preferred \u2022 MCSA, MCSD and MCSE preferred \u2022 ITIL Certification preferred \u2022 Team Lead or prior Supervisory experience recommended \u202210 years or more of related experience preferred Desktop Support Engineer Lead Start Date ASAP Desktop Support Engineer Lead Assignment Length 6 months with possible extensions

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Procom Technology, Inc.
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