IT Support Engineer

Job Summary

As IT Support Engineer at CFG Health, you will report directly to the Chief Information Officer and be the first point of contact in the IT department for any technical, account-related, hardware, software, or general IT issues. The general requirement for this position is to assist our users with any IT operations that are impacting business efforts. You will have a direct escalation point for any issues that are beyond the technical expertise of this role.

Key Requirements

• Strong foundational knowledge of Windows operating systems, computer hardware, software application support, computer networking, common IT systems, user account administration, and troubleshooting techniques.
• Advanced technical understanding with Microsoft administration including Microsoft Entra ID, Exchange, Purview, Defender, SharePoint, and Intune.
• Knowledgeable of Microsoft SaaS applications such as Office 365, Dynamics 365, the Power platform, and Single Sign-on authentication.
• Possess necessary IT industry certifications (A+, Network+, are recommended, with preference of additional Microsoft certifications).
• Ability to commute to our County Correctional facilities operating in New Jersey, New York, Maryland, and Pennsylvania to conduct on-site IT support visits.
• Bachelor’s degree in information technology, computer science, or a related field, or an equivalent higher education qualification in an IT discipline.
• Minimum of 3 years of professional experience in IT support, systems administration, or a closely related technical role.

Key Responsibilities

• Serve as the first point of contact for IT-related issues, managing and resolving helpdesk tickets on our Zoho Helpdesk platform.
• Oversee the User Onboarding and hardware imaging process, including configuration of devices using Windows Autopilot, desk setup for new corporate employees.
• Analyze recurring IT issues and work with internal teams to recommend and implement sustainable design improvements.
• Support IT projects, including new CFG contract wins, with a hands-on and proactive approach.
• Utilize remote support tools and SaaS platforms such as TeamViewer, FortiClient VPN, and Microsoft 365 products for effective troubleshooting.
• Create and maintain training documentation to help users maximize new IT tools and platforms.an
• Maintain IT Service Management (ITSM) and helpdesk operations in alignment with best practices.

Additional Responsibilities

• Successfully pass a background screening as part of the employment process.
• Strictly abide by HIPAA regulations and uphold all standards for privacy and confidentiality of protected health information.
• Be able to regularly commute to CFG Health Mount Laurel HQ or one of our county jail locations, depending on business requirements.
• Travel to newly supported County Correctional facilities to assist with contract start-ups and IT implementations.
• Be able to participate in rotational-based weekend “on-call” model for after-hours user assistance coverage.

Qualifications

Qualities We Value in Our IT Department

• Diligence: Attentive to detail, thorough in completing tasks, and committed to following through on responsibilities.
• Professionalism: Exhibits respectful and ethical behavior, communicates clearly, and always maintains confidentiality.
• Initiative: Proactively identifies opportunities for improvement, takes ownership of projects, and is eager to implement new solutions.
• Success: Demonstrates consistent achievement of goals, effective problem-solving, and a drive to deliver exceptional results for the organization.

Overall, the IT Support Engineer serves as both a strategic and operational partner within CFG IT department, ensuring technology enables patient care and business operations to run smoothly and efficiently. This role demands continuous learning, collaboration, and a commitment to delivering exceptional customer service across all organizational levels.