Service Desk Specialist

Duties and 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.

• 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
• CompTIA A+ preferred

• None

• Office Setting
• Ability to lift up to 50 pounds
• Walking and/or standing for prolonged periods of time

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

Range: $/hr.

PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications.

We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law.

PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.