Pcg · Boston, MAPrepare for this interview
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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.-all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com . 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. Required 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.
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