IT Support Engineer

3 weeks ago

Marlton, United States CFG Health Full time
Job DescriptionJob Description

Summary: 

The IT Support Engineer provides day-to-day operational support for CFG’s technology ecosystem.  The IT Support Engineer leads our Help Desk and acts as Tier 1 and 2 to support our users, infrastructure, and applications. This role is the primary interface between our patient care user community and IT and plays a critical hands-on role for our IT team. You will be the face of IT and embody our commitment embodying customer centricity and customer service excellence.  

 

The ideal candidate will take responsibility for: 

  • Managing the Help Desk 

  • Personally support Level 1 and Level 2 tickets 

  • Manage new user provisioning and hardware setup 

  • Perform problem ticket analysis  

  • Support IT projects for new system implementations or changes to the ecosystem 

This is a hands-on role where you’ll need both technical acumen and people skills to be successful. This position will require travel to correctional locations and the corporate office. 

 

Duties / Responsibilities:  

  • Manage help desk: requests for support, incident tickets and problem tickets. 

  • Support Level 1 & Level 2 tickets such as a break/fix, escalations, etc. 

  • Manage moves/adds/changes process – provisioning new users and hardware setup, including printer, laptop, & network configurations. 

  • Perform analysis on problem tickets and engage appropriate teams to make design recommendations to remediate the underlying root cause. 

  • Listen and collaborate with our business partners to ensure we embed their voice and their needs in how IT provides services.  

  • Support development of new training materials for new IT tools or platforms. 

  • Act as a support resource within IT projects as new system implementations are needed. 

  • Provide hands-on support in our Marlton HQ and in our jails to ensure our patient care and operations teams receive excellent customer service and support. 

 

Skills / Abilities:  

  • High Emotional intelligence (EQ); the ability to build trust and navigate conflict constructively. 

  • Strong written and verbal communication skills, strong organizational skills and a collaborative approach to problem solving. 

  • Ability to work autonomously to a significant degree, have a strong level of attention to detail, and place a high value on providing exceptional and timely service to our customers and external partners. 

  • Strong analytical skills with the ability problem solve and troubleshoot difficult problems. 

  • Experience supporting Microsoft technologies for a Cloud-native business.  

 

Education / Experience:  

  • Minimum 5 years’ experience in IT 

  • Bachelor’s degree in related field 

  • 2+ years’ experience with one or more Microsoft ecosystem towers: 

  • Cloud-Based Business Applications - D365 

  • Microsoft 365 Productivity Suite – Teams, Office365, Power Automate 

  • Microsoft Data & Analytics and AI – PowerBI, CoPilot 

  • Microsoft Azure: Cloud Services, Cloud Architecture, Azure DevOps 

  • 2+ years’ experience with IT Service Management and ITSM tools 

  • 2+ years’ experience with IT Help Desk 

  • If you have less than 5 years of experience, these certifications are required:  

  • A+ 

  • Network + or CCNA 

  • Additional certifications preferred, but not required, in one or more areas: 

  • Microsoft365 

  • Microsoft Teams 

  • Azure Administrator 

  • Azure Fundamentals 

  • Azure Data Fundamentals 

  • Azure AI Fundamentals 

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