Desktop Support Engineer in Durham, NC at Volt

Date Posted: 4/28/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Durham, NC
  • Duration:
    24 weeks
  • Date Posted:
    4/28/2018
  • Job ID:
    112438
  • Contact Name
    Volt Branch
  • Phone
    9197827440

Job Description

***This position is located in Bala Cynwyd, Pennsylvania***

Volt seeks a Desktop Support Engineer for one of our major Tech clients in the Philadelphia, PA areas.

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. Ability to work on call after hours as required.

Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

Job Details: 

Responsibilities:

  • 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
  • Installing, supporting and troubleshooting approved desktop software
  • 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)
  • 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.
  • Recommends hardware and software solutions, including new acquisitions and upgrades
  • Determines methods and procedures on new assignments, and may provide guidance to other personnel
  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
  • Troubleshooting and resolving complex LAN connectivity incidents by coordinating effort with upper tier support teams to help facilitate a solution.
  • Communicate effectively with multiple customers and co-workers. This includes the following activities:
  • Providing Case status updates to management and end-users
  • Providing phone support and diagnostics to remote customers
  • Develops/Manages 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
  • Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
  • Analyzes problem trends and develops ideas to achieve problem resolution
  • Mentor Desktop Engineers to reach departmental, individual goals, and objectives
  • Act as a team escalation point for service failures

Qualifications:

  • Strong customer service skills
  • Solid technical and analytical skills required
  • Ability to manage multiple IT / Desktop initiatives and deliver projects on-time and under budget
  • Thorough knowledge of supported Microsoft Windows operating systems
  • Intermediate experience with Active Directory administration
  • Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
  • Strong interpersonal skills in dealing with a wide range of high-profile customers with varying computer abilities
  • Coordinate the solution for resolving advanced complex local area network (LAN) and VPN connectivity issues with upper tier support teams

Education/Experience: 

  • Bachelor's Degree or equivalent experience required
  • A+ Certification recommended
  • MCTS, MCITP, MCPD, MCM preferred
  • MCSA, MCSD and MCSE preferred
  • ITIL Certification preferred
  • Team Lead or prior Supervisory experience recommended
  • 6-10 years or more of related experience preferred

This is a contingent/temporary position offered through Volt Workforce Solutions. Volt offers competitive compensation, the chance to work with some of the world’s leading companies, and a staff committed to helping you take the next step on your career path. Volt offers competitive compensation, the chance to work with some of the world’s leading companies, and a staff committed to helping you take the next step on your career path. 

To learn more about Volt, please visit: http://www.volt.com and to see more of our job postings, please visit: http://jobs.volt.com

Volt is an Equal Opportunity Employer.