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 . Provides support to the Local Site Office Team to assist in the planning and execution of projects, along with the creation of standard documentation to increase consistency throughout our processes. ? Maintain and monitor all office networks and technologies, including diagnostic/troubleshooting any network related issues using automatic and manual monitoring ? Prioritize and escalate issues to PCG level 2 and 3 support as defined in governing procedures ? Perform periodic architecture reviews and updates ? Document all network and voice configurations ? Follow best practice ITIL process, seeking continuous improvement of systems and processes. ? Act proactively to identify areas for improvement ? Record and track support incidents and requests. Escalate if necessary, and ensure that all decisions and actions taken, through to final resolution have been captured ? Test fixes to ensure that problems have been adequately resolved ? Review IT vendor's proposals and invoices to ensure that contracted services are being delivered and managed in the most cost-effective manner possible ? Research and recommend software, hardware, and tools to meet business objectives ? Work off-hours or be on-call if required by management or our customers ? Assists external clients in the implementation of technical systems, software, or solutions ? Learn web-based technologies and lead clients through implementation and training processes ? Draft updates to training manuals and other end-user documentation ? Assist end-users with support inquiries utilizing multiple platforms ? Coordinate with team if end-user inquiries need to be escalated ? Assist in conducting online and on-site trainings ? Assist team in developing specifications and testing technical development tasks ? Assist in developing presentations for client stakeholders ? Use database management systems to gather and analyze data ? Work within a team to accomplish other duties on projects to meet necessary deadlines ? Manage PCG?s converged communications infrastructure through day to day hands-on tasks ? Strong Analytical Skills, research and problem-solving skills ? Excellent organizational, oral presentation and written communication skills ? Ability to manage time to meet critical deadlines ? Ability to work independently with a team ? Highly self-motivated and directed with a keen attention to detail ? Commitment to deliver exceptional client service and contribute in a team environment ? Proficiency in all Microsoft applications ? Proficiency with database management systems is desirable ? Experience with necessary technology ? Ability to learn new technologies without formal training ? Proven analytical and problem-solving skills ? Strong documentation skills ? Fluency in English, both spoken and written ? Strong proficiency using and administering network and application monitoring ? Ability to manage multiple forms of support simultaneously ? Required Experience Education: Bachelor?s degree, or related field equivalent experience Experience: 1 + years of similar work experience preferred Certifications: Certifications: Cisco, CCNA, CCNP, (CCIE preferred, not required) Office Setting/Remote Must be able to travel up to 35% #LI-AH1 #D-PCG
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