IT Support

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support

IT Support Desk Technician

• Deliver outstanding customer service through accurate transaction processing, thoughtful account maintenance support, and timely resolution of discrepancies or disputes.
• Monitor online deposit accounts by reviewing documentation and account activity for potential fraud while ensuring compliance with banking policies, procedures, and regulatory requirements.
• Conduct deposit reviews and audits, analyze data and produce clear, actionable reports.
• Perform third-party vendor due diligence to ensure partners meet our standards for security, compliance, and reliability.
• Act as a bridge between teams, collaborating with the Contact Center and internal departments to resolve issues and streamline communication.
• Keep policies current through ongoing updates to account disclosures and bank procedures to align with evolving laws and regulations.

Deposit Specialist

• Serve as the end‑to‑end solution architecture authority for the enterprise and provides strategic and hands‑on leadership for the Solution Architecture function.
• Lead and manage a team of Solution Architects while overseeing the design and delivery of scalable, reusable, and secure technology solutions across GreatAmerica’s products and platforms.
• Connect product‑level and platform‑level solutions into a cohesive enterprise architecture, ensuring consistency, integration, and reuse across domains.
• Engage across the full solution lifecycle from ideation and evaluation through implementation and ongoing optimization, partnering closely with product teams, platform teams, and technology leadership.
• Work collaboratively with solution architects, technical leaders, business systems analysts, engineers, security, infrastructure, and external partners to ensure solutions align with business outcomes, architectural standards, and long‑term strategy.
• Provide guidance to business and technology leaders on critical investment and trade‑off decisions, balancing near‑term operational needs with the organization’s future‑state vision.
• Shape and translate GreatAmerica’s strategic vision into executable technology and business capabilities, enabling alignment across business, product, and platform teams.
• Research and evaluate new technologies, frameworks, tools, and best practices to improve the quality and efficiency of the technology solutions.
• Foster a test and learn mentality and processes to innovate through proof-of-concept and prototype delivery, enabling the engineering teams to deliver innovative solutions quickly.
• Architect high-quality software applications and data solutions using various products, services, and platforms, such as Salesforce, Azure, API third party and in-house built software , InfoLease and Databricks.
• Create and maintain the architecture artifacts, including architecture reference diagrams and architecture pattens.
• Collaborate with other solution architects and engineers to ensure alignment and integration of the solutions across different products and business domains.
• Partner with engineers in solving issues through scalable solution architecture and patterns, ensuring optimal performance, security and availability.
• Identify and drive aggressive reduction of technical debt.
• Own application rationalization process to significantly reduce number of applications.
• Provide overall direction, guidance, and definition of technology architectures across the product release train.
• Develop business and technology architecture standards, procedures, and policy in conjunction the other solution architects and engineers.
• Lead the enterprise architecture review board and ensure that the solutions are compliant with target-state architecture models, security, risk, compliance and innovative techniques.
• Assist in new product and vendor evaluations, proof-of-concept and prototypes.
• Architect cloud based, application/product architectures with reusable patterns like microservices and event driven techniques.
• Align architecture strategy with business goals.
• Consult with product/platform teams to fit solution designs to enterprise architecture, as well as to identify when it is necessary to modify the enterprise architecture.
• Conduct research and evaluation of emerging technology, industry, and market trends.
• Lead the refactoring of applications for cloud deployment and building cloud native applications.
• Work on highly complex solution architecture that requires in-depth knowledge across multiple specialized domains.
• Collaborate with product management, business architecture and engineering leaders to ensure progress towards architectural alignment with product goals and requirements.
• Participate in budget processes to ensure objectives are achieved within fiscal expectations.
• Frame architecture decisions in business risk, business value, and delivery impact.
• Act as a steady advisor to the CTO and platform leadership, especially in moments of trade‑off or escalation.

Director, Enterprise Architecture

• Respond to auto generated ticket alerts both critical and non-critical
• Monitor and work tickets in ticket system for client submitted requests
• Acknowledge and respond to tickets based on Managed Services SLA
• Be part of a phone call queue for client call in requests
• Review monthly client reports and provide resolutions solutions based on generated reports
• Escalate tickets to internal departments and clients IT departments
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for switches, routers, firewalls, servers, and storage
• Monitor and analyze customer networks, systems, backups, and security appliances
• Work with customer’s primary field engineer to perform work on an as needed basis
• From time to time, project manage internal department initiatives
• Contribute and enhance internal department process/system documentation
• Follow policies and procedures on a department and per client basis
• Conduct training of customers or colleagues in both formal and informal environments
• Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions
• Perform other duties, as assigned

IT Support Desk Engineer II

• Review engineered drawings to ensure compliance with permitting entity and jurisdictional requirements
• Serve as the final reviewer and seal engineered drawings for submission to permitting authorities
• Prepare and submit drawings and documentation to authorities having jurisdiction for zoning approvals, variances, special use permits, and conditional use permits, as required
• Coordinate and contract with local market land surveyors to obtain ALTA surveys, topographic surveys, and easement documentation
• Coordinate and contract with local market geotechnical and environmental engineering firms to support required investigations and studies
• Support Permitting Managers and Coordinators with permit submissions and participate in meetings with local officials and authorities
• Produce drawings and related contract documents in a cost‑effective, accurate, and timely manner
• Mentor apprentice engineers and other technical staff to build organizational capability and technical expertise
• Establish and maintain effective working relationships with coworkers, supervisors, public officials, and external partners
• Maintain professional standards for attendance, punctuality, appearance, and conduct in accordance with company policies
• Pursue ongoing professional development to enhance individual performance and project team effectiveness
• Comply with all company policies, procedures, regulations, and ethical standards

Permit Engineer

• Provide Level 1, basic IT support to users.
• Serve as the first point of contact for customers who require technical assistance via phone, email, or help desk system.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution of customer support needs with excellent customer service.
• Escalate unresolved issues to the next level of support.
• Document issues and their resolution in the help desk system.
• Follow-up with customers and train them when necessary.
• Install and configure computer hardware, software, systems, networks, and peripherals.
• Provide needed information on IT products and services.
• Other duties as assigned.
• Provide Level 2, troubleshooting IT support to users.
• Perform system administration duties to network, servers and software systems.
• Assist in user account management.
• Provide Level 3, expert IT support to users.
• Assist with network security, backups and improving organizational IT security posture.

IT Help Desk Technician I, II, III

• Responsible for the Internal Audit function of Heritage Bank
• Complete Internal Audit responsibilities set out in the Audit Committee charter
• Coordinate external audits, examinations and audit consultations
• Document and track audit findings
• Engage with Accountability Groups for enhancements from audits
• Maintain the vendor management system
• Assist with the Bank’s Business Continuity program

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