Public Consulting Group, Inc. (PCG) is a leading public sector management consulting and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has over 2,000 professionals in more than 50 offices across North America and in Europe. The firm has five designated practice areas with extensive experience in all 50 states, clients in six Canadian provinces, and a growing practice in Europe. Often combining resources from two or more practice areas, PCG offers clients a multidisciplinary approach to solve their challenges or pursue opportunities. To learn more, visit www.publicconsultinggroup.com.

The Service Desk Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.  Incident resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

San Diego County Residence is Required

Duties & Responsibilities:

• Provide excellent customer service to all customers
• Field incoming help requests from end users via a variety of intakes (phone, walkup, email, etc)
• Document all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule incidents. Escalate incidents (when required) to the appropriately experienced technician.
• Record, track, and document 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.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Identify and escalate critical incidents
• Participate in a afterhours on-call rotation
• Inventory

Required Skills:

• 1+Years supporting Office 2010 & Office 2013 & O365.
• Familiarity with Exchange online.
• Ability to work in a team environment.
• Maintain fax machines, printers, scanners and other networked business machines.
• Exceptional written and oral communication skills.
• Experience supporting multiple models of mobile devices.
• Exceptional 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 switches and network devices.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• A+ certificate as a plus
• Must be able to lift/move boxes and equipment

San Diego County Residence is Required

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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.