IT Support

• Resolves level two problems presented by our customers through direct telephone, self-service and email contact.
• Resolving service incidents with little or no assistance from management or support staff.
• Proactively identify and deliver coaching/training opportunities on incoming calls, support tickets and e-mails, and provide guidance to IT Support Analyst to promote growth.
• Look for opportunities to enhance and improve customer's satisfaction.
• Create and maintain support documentation for department and communications to customers.
• Handles problems that first tier support is unable to resolve and escalates more complex problems to higher level technician or supervisor to quick resolution of more complex problems.
• Provides second level phone support for all IT Service incident/requests by recording and tracking all calls using Service Desk Application to ensure effective operations.
• Identifies opportunities and recommends methods to improve customer service and work processes.
• Assists in design and implementation of quality improvement initiatives on departmental and organizational levels.
• Interviews users to gather the necessary information about problems and provides problem analysis and diagnosis in order to resolve or direct to the appropriate support group.
• Assists the team in resolution of issues to ensure effective operations and resolution.
• Understands IT Departmental Goals and Objectives and delivers work products to contribute to those goals.

IT Support Representative

• 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

• Responsible for overall planning, management, and completion of IT projects for specific business units.
• Uses project management skills to assign roles, identify resource requirements, and define project deliverables.
• Works with customers to develop project scope of work documents and project work plans.
• Provide leadership and demonstrate understanding of system development.
• Assigns, schedules, trains, reviews, and monitors project work to ensure progress.

Project Manager, IT Support

• Provide leadership and direction for the development and execution of enterprise-wide IT systems and infrastructure to support business goals.
• Focus on implementing architectural policies and frameworks, managing high-impact technology programs, and evolving data management, application, and integration architectures.
• Collaborate with senior leadership, including the CIO, to contribute to the enterprise technology roadmap and ensure compliance with architectural standards for scalability, security, and efficiency.
• Manage the architecture, design, and execution of key strategic technology programs and initiatives with enterprise-wide impact.
• Evaluate and recommend hosting environments (on-premise and cloud) to meet business requirements and align with strategic goals.
• Align technology solutions with business objectives to support efficient, scalable, and secure IT systems.
• Implement and manage enterprise data management, API, and integration architectural frameworks to enhance data availability, usability, and security.
• Optimize the use of technology resources while ensuring compliance with architectural standards.
• Contribute to defining and managing the enterprise technology roadmap and related policies in partnership with the Office of the CIO.
• Serve as a key advisor to senior leadership on enterprise IT systems and infrastructure.
• Lead and support the IT Architecture Committee to research solutions, evaluate designs, improve systems, and collaborate with contractors and vendors to implement solutions.
• Foster cross-functional collaboration to identify and implement technology solutions that address business needs.
• Monitor adherence to enterprise data management and integration frameworks by project and system support teams.
• Ensure compliance with standards for data availability, retention, archiving, scalability, security, and metadata management.
• Delegate operational aspects of compliance monitoring to analysts or technical leads as appropriate.

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IT Support Representative

Permit Engineer

Project Manager, IT Support

Senior Manager, Enterprise Architecture