Service Desk Specialist 1 (hybrid)

Overview 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. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S., serving clients in all 50 states and several Canadian provinces and Europe. PCG offers a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. Responsibilities Provide excellent customer service to all customers. Field incoming help requests from end‑users via phone, walk‑up, email, and other intakes. Document end‑user identification information, including name, department, contact information, and nature of request or incident. Record, track, and document incidents and requests in the ticketing tool, ensuring all decisions and actions are captured through final resolution. Access software updates, drivers, knowledge bases, and FAQs on the Internet to aid in problem resolution. Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Perform preventive maintenance, including checking and cleaning workstations, printers, and peripherals. Evaluate documented resolutions and analyze trend data to prevent future problems. Identify and escalates critical incidents. Required Skills Working knowledge of computer systems and web browsers, with the ability to troubleshoot common technical issues. Strong written and oral communication skills and interpersonal skills focused on rapport building, listening, and questioning. 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, directed, and detail‑oriented. Analytical and problem‑solving abilities. Ability to prioritize and execute tasks in a high‑pressure environment. Qualifications HS Diploma or equivalent required. Relative work experience as indicated. TIA A+ certification preferred. No supervisory responsibility. Working Conditions Office setting – Must be in Boston office. Schedule: Tuesday to Thursday weekly. Ability to lift up to 50 pounds; walking or standing for prolonged periods. Compensation & Benefits Compensation for this role ranges from $23.00–$29.00 per hour. PCG provides a range of benefits including medical and dental care, 401(k), PTO, parental leave, and bereavement leave. EEO Statement Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and creating an inclusive culture. All aspects of employment are based on merit, business needs, job requirements, and individual qualifications. PCG does not discriminate on the basis of race, color, religion, national origin, gender identity, age, disability, sexual orientation, marital status, or any other protected characteristic. PCG does not sponsor newly hired foreign national workers for work authorization, including H‑1B sponsorship. #J-18808-Ljbffr LE02 Public Consulting Group LLC (Corporate)