Service Desk Specialist 1 (hybrid)

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. The Service Desk Specialist 1 role involves providing excellent customer service, handling incoming help requests, documenting incidents, and performing hands-on technical support and maintenance tasks.

Responsibilities

• Provides excellent customer service to all customers
• Fields incoming help requests from end users via a variety of intakes (phone, walkup, email, etc)
• Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident
• Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Identifies and escalates critical incidents
• Ability to work flexible schedules, including day and mid/swing shifts

Skills

• Working knowledge of computer systems and web browsers, with the ability to troubleshoot common technical issues
• Strong written and oral communication skills
• Interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Ability to absorb and retain information quickly
• Experience supporting VOIP telecom devices
• Basic knowledge of network routing and protocols
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Analytical and problem-solving abilities
• Ability to prioritize and execute tasks in a high-pressure environment
• HS Diploma or equivalent required
• Relative work experience
• COMP TIA A+ preferred

Benefits

• Medical and dental care benefits
• 401k
• PTO
• Parental leave
• Bereavement leave

Company Overview