COMPANY SUMMARY:

CFG Bank, based in Baltimore, Maryland, is a leading financial institution serving the national healthcare and multifamily markets and the Mid-Atlantic region. As the 6th largest bank in Baltimore by deposits and the largest locally based, we've grown from $1 billion to over $5 billion in assets by 2023. With over 30 years of expertise, we rank among the top five healthcare bridge-to-HUD lenders in the country. At CFG Bank, we redefine banking by blending big bank capabilities with personalized boutique service. Recognized as "Best Place to Work" by the Baltimore Business Journal in 2022 and 2023, our primary goal is making each team member feel choosing CFG Bank was their best career decision. Join us for professional growth and a positive work environment that sets CFG Bank apart.

POSITION SUMMARY:

The IT Help Desk Technician plays a crucial role in providing technical support to our organization's employees and contributing to IT projects and system upgrades. This position requires a combination of strong technical skills, excellent communication, and a customer-oriented approach to ensure efficient problem resolution and the successful implementation of IT initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Technical Support:

• Provide first-level technical support to end-users via phone, email, or in-person, addressing hardware, software, and network-related issues promptly.
• Diagnose and troubleshoot IT problems, documenting issues and resolutions in a comprehensive manner.
• Escalate complex issues to the appropriate IT personnel and follow up on the resolution to ensure customer satisfaction.

Help Desk Management:

• Maintain and update a knowledge base of common technical issues and solutions for internal and external reference.
• Monitor and prioritize help desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
• Continuously improve the help desk processes to enhance overall efficiency and user experience.
• Provide excellent and professional customer service.

System Upgrades and Maintenance:

• Assist in planning, implementing, and maintaining hardware and software upgrades, ensuring minimal disruption to operations.
• Collaborate with IT teams to deploy patches, updates, and security enhancements across the organization's systems.
• Conduct regular system health checks and perform preventive maintenance to optimize system performance.

IT Project Support:

• Participate in IT projects, such as software deployments, hardware rollouts, and infrastructure enhancements.
• Collaborate with project teams to ensure project milestones are met, and deliverables are achieved on schedule.
• Provide technical input and recommendations for project planning and execution.

User Training and Documentation:

• Offer training and guidance to end-users on utilizing IT resources, software applications, and best practices.
• Create and update user-friendly documentation and guides to empower employees to resolve common IT issues independently.

Hardware and Software Management:

• Assist in managing IT inventory, including procurement, maintenance, and disposal of hardware and software assets.
• Maintain accurate records of software licenses, hardware warranties, and equipment configurations.

Security Awareness:

• Promote and enforce IT security policies and procedures to safeguard data and systems.
• Educate users on security best practices and assist in responding to security incidents.

QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a help desk or technical support role, preferably in an enterprise environment.
• Proficiency in operating systems (e.g., Windows, macOS) and common office software.
• Strong troubleshooting and problem-solving skills.
• Familiarity with ITIL or similar IT service management frameworks is a plus.
• Experience with system upgrades, hardware deployments, or IT projects is desirable.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively within a team.
• Knowledge of IT security best practices and data protection is advantageous.

WORK ENVIRONMENT: We offer a hybrid schedule, with 3 days inoffice and 2 days remote after the initial 90-day period.