Specialist, Technology Field Services

About the position

As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals. The primary role involves supporting moderate to complex technology issues, incidents, and problems, providing guidance and direction to Level I support analysts for issues associated with telephony systems, personal computers, and first-level LAN/WAN support. You will be involved in the rollout and installation of new software packages, upgrades, and new desktop hardware, and may perform end-user training.

Responsibilities

• Responsible for configuring, installing, troubleshooting, and providing support to all software/hardware for IT users' desktops, laptops, printers, and mobile devices.
• Maintains desktop software and hardware; supports mobile workforce.
• Provides level II and III support to IT users for software/hardware end-user computing and desktop-based LAN systems.
• Documents problems/resolutions and maintains asset inventory.
• Assists with new hire onboarding, works with hiring managers, obtains assets, desk setup, tracks ID provisioning, and provides technical onboarding on the first day.
• Participates in the testing/evaluation of new desktop packages and implements prototypes.
• Provides training, guidance, and mentorship to less experienced technicians/analysts.
• Responsible for deploying technological trends and solutions to enhance the enterprise's competitive edge.
• Provides maintenance and support for client products, peripherals, servers, mobile devices, networks, and physical moves.
• Provides maintenance, installation, and support for client software.
• Configuration, deployment, and implementation for new assets and/or lifecycle replacement.
• Applies and enforces all Change Management policies and procedures.
• Provides 24 x 7 after-hours technical field support.
• Provides data to assist with root cause analysis process when solving problems and implements solutions that will prevent the problem from reoccurring.
• Works with vendor support for hardware and software resolutions.
• Escalates deficiencies in technical processes and informs Management.
• Documents and maintains local software installs and all site surveys.

Requirements

• Bachelor's Degree in Computer Science, Information Systems or other related field preferred or 5+ years in a similar role.
• Minimum of 5 years of hands-on IT experience supporting desktop software/hardware products and problem solving/troubleshooting.
• Experience providing maintenance and support for moderately complex client products.
• Experience working effectively as a team member with minimal supervision on projects.
• Experience working effectively on multiple projects that have enterprise-wide impact.
• Strong knowledge and experience related to computer systems, computer peripherals, and technologies.
• Thorough understanding of current operating system platforms.
• Strong knowledge of various mobile devices (i.e., iPhones, iPads, air-cards, rugged field devices).
• Thorough knowledge of Microsoft 365 products.
• Apple Macbook knowledge.
• Thorough understanding of wide and local area networks, and associated hardware.
• Knowledge of VoIP and telephony skills.
• Excellent written and verbal communication skills.
• Demonstrated analytical, problem solving, planning, organizational, time management, critical thinking and risk assessment skills.
• Excellent interpersonal, people and people management skills.
• Excellent client relations skills and customer service orientation.
• Must be self-directed and able to work effectively in a diverse team environment.

Nice-to-haves

• Experience coaching/mentoring desired.
• Experience with the utility industry is desirable, but not required.
• Experience working with industrial controls, and SCADA is a plus.

Benefits

• Competitive salary and health benefits package.
• Opportunities to develop, grow, and evolve your career.
• Focus on health & wellness, emotional & well-being, and savings for current & future goals.