PCG International, Inc. (PCG) is a premier consulting firm headquartered in Chicago, Illinois. For over two decades, PCG has been a trusted partner to government agencies, Fortune 500 companies, and public sector organizations.  

We specialize in delivering tailored solutions in IT consulting, business transformation, and strategic advisory services. Our team of seasoned consultants brings deep expertise and a commitment to excellence, helping clients navigate complex operational challenges, improve service delivery, and enhance organizational performance. 

We are currently seeking a Senior Help Desk & Support Specialist to provide high-level technical support and issue resolution to the Illinois Department of Motor Vehicles (DMV). This position is critical in maintaining operational efficiency by ensuring that DMV staff have 24/7 access to reliable system functionality and technical support. DMV operations involve complex integrated systems supporting vehicle registration, driver licensing, road testing, compliance with state and federal regulations, and revenue collection. The successful candidate will be responsible for resolving technical issues, coordinating with IT teams, and ensuring minimal disruption to daily DMV operations. 

Key Responsibilities

• Provide Tier 2 and Tier 3 support for all DMV systems and infrastructure, including licensing, registration, and compliance platforms.
• Monitor system performance and resolve connectivity, application, and network issues promptly.
• Act as a single point of contact for escalations from DMV staff, ensuring timely resolution and consistent communication.
• Develop and maintain troubleshooting documentation and technical support guides.
• Train DMV staff on system updates and functionality changes.
• Collaborate with internal IT teams and vendors to ensure compatibility and stability of DMV systems.
• Conduct root cause analysis of recurring technical issues and implement preventive measures.
• Maintain compliance with Illinois state security protocols and data protection regulations.

• 5+ years in IT support or help desk roles, with at least 3 years in a government or regulated environment.
• Experience providing technical support in a 24/7 operational setting.
• Background in supporting enterprise-level software and network environments.

Skills & Expertise

• Expertise in DMV-specific platforms, including vehicle registration, licensing, and compliance systems.
• Strong understanding of network infrastructure (VPNs, firewalls, WAN/LAN).
• Proficiency with remote access tools and service management platforms.
• Excellent problem-solving and communication skills.
• Ability to work under pressure and prioritize tasks in a fast-paced environment.

Education

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Relevant certifications (e.g., CompTIA, ITIL) preferred.

Preferred Qualifications

• Previous experience working in a DMV or transportation-related agency.
• Knowledge of state and federal regulations affecting DMV operations.