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    IT Technical Support Specialist/Help Desk - Baltimore, MD, United States - CFG BANK

    CFG BANK
    CFG BANK Baltimore, MD, United States

    3 weeks ago

    Default job background
    Full time
    Description
    TITLE IT Help Desk Technician

    We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic.

    If you require accommodations during the application process, please contact Human Resources.
    LOCATION CFG Corporate Office

    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.

    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.


    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:
    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.
    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.
    Promote and enforce IT security policies and procedures to safeguard data and systems.
    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.
    Windows, macOS) and common office software.
    Familiarity with ITIL or similar IT service management frameworks is a plus.
    Experience with system upgrades, hardware deployments, or IT projects is desirable.
    Knowledge of IT security best practices and data protection is advantageous.

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

    CFG BANK HAS ESTABLISHED POLICIES AND PROCEDURES TO FULFILL THE REQUIREMENTS OF THE BANK SECRECY ACT (BSA), USA PATRIOT ACT (CUSTOMER IDENTIFICATION PROGRAM) AND ECONOMIC SANCTIONS PROGRAM (OFAC).

    IN ORDER TO ENABLE ITS EMPLOYEES TO ACHIEVE THE OBJECTIVES AND RESPONSIBILITIES OUTLINED IN THESE POLICIES AND PROCEDURES AND TO COMPLY WITH THE REQUIREMENTS OF THESE ACTS AND LAWS, THE BANK HAS SET FORTH UP-TO-DATE CURRENCY TRANSACTION REPORTING AND SUSPICIOUS TRANSACTION REPORTING PROCEDURES INTENDED TO ASSURE THE PREPARATION AND FILING OF COMPLETE AND ACCURATE CURRENCY TRANSACTION REPORTS (CTR) AND SUSPICIOUS ACTIVITY REPORTS (SAR) FOR EACH AND EVERY REPORTABLE TRANSACTION AND HAS PROVIDED CURRENT OFAC LISTS FOR NEW CUSTOMERS AND LOAN APPLICANT COMPARISONS.

    THE MANDATORY TRAINING TO COMPLY WITH THE REQUIREMENTS OF THE BANK'S BSA, USA PATRIOT ACT AND ECONOMIC SANCTIONS PROGRAM WILL BE PROVIDED WITHIN 90 DAYS OF ACCEPTING THIS POSITION.

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