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