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American Water IT Support Technician in Charleston, West Virginia

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states and Ontario, Canada. To learn more about American Water and additional career opportunities, visit

  • Short Description*

As an information technology support technician, you'll assist computer users with setup, maintenance, troubleshooting and problems they have with their computers. You'll often provide both in-person technical support and assist customers remotely, generally via phone or e-mail. You might offer support services exclusively for a certain technological product, such as a software program or particular hardware peripheral, or help users with any computer-related problem. Viruses, loss of data, non-working software programs, troublesome hardware setup and faulty Internet connections are potential issues you might encounter in an IT support technician job.

As an IT support technician, you must have excellent communication and problem-solving skills. Much of your typical workday could consist of discussing computer problems and operations with people who may know much less about technology than you do. You'll need to be able to translate complex technical issues into simple terms. If you provide telephone support, you must be able to understand end users' descriptions of their computer problems in order to correctly troubleshoot them.

Primary Role

  • Responsible for the day to day technology needs of customers in the candidate’s coverage area. This includes support of:*

  • Laptops and Desktops

  • Panasonic Toughbooks

  • Apple iPads/iPhones

  • Wired/Wireless networks

  • VOIP and analog phone systems

  • Conference room AV technologies

  • Meter Reading technologies

  • Maintaining an accurate inventory of all IT assets using AW’s IT asset tracking system.

  • Execute the capital budget for your coverage area and manage the purchasing of all IT Hardware.

  • Any other tasks as assigned by customers or manager.

  • Secondary Role: Serve as a Technology Champion to customers. This includes, but is not limited to:*

  • White glove support for customers so they can be successful in their use of existing and new technologies available to them.

  • Participate in the deployment of capital projects.

  • Provide IT support for acquisitions and new building standups.

Key Accountabilities

  • Field Support Responsibilities:*

  • Provides maintenance and support for client products, peripherals, servers, mobile devices, networks and physical moves.

  • Provides maintenance, installation, and support for client software.

  • Configures, deploys and implements 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

  • Works with vendor support for hardware and software resolutions

  • Maintains knowledge database to enhance quality of problem resolutions

  • Asset Management:*

  • Performs & audits all asset inventory for assigned locations

  • Keeps all associated inventory data current.

  • Identifies all missing assets via cross referencing

  • Completes asset retirements as defined

  • Process Improvement and Documentation:*

  • Escalates deficiencies in technical processes and inform Management

  • Documents and maintains local software installs and all site surveys

  • Governance:*

  • Ensures IT standards are being adhered to within their respective regional support areas

  • Documents all non-compliance to standards issues and escalates to ITS Regional Client Manager

Knowledge / Skills

  • Strong knowledge and experience related to computer systems, computer peripherals and technologies.

  • Knowledge of current Microsoft server operating system platforms and current Microsoft PC operating system platforms.

  • Strong knowledge of various mobile devices (i.e. smart phones, tablets, Toughbooks).

  • Thorough knowledge of Microsoft Office products, (e.g., word processing, spreadsheet, presentation, data base, project planning, etc.).

  • Knowledge of wide and local area networks, and associated hardware.

  • Knowledge of VoIP and telephony

  • Strong written and verbal communication skills along with the ability to absorb and present large amounts of detail through various forms of communications to any level of business users, IT management, or technical role.

  • Must be self-directed and able to work effectively in a diverse team environment with little to no direct supervision.

  • Strong client relations/customer service skills required.

  • Demonstrated time management and organizational skills.

  • Demonstrated ability to meet stringent deadlines.

  • Ability to work on a team and contribute to the team’s achievement of objectives and goals.

  • Demonstrated analytical, problem-solving, planning, organizational, critical thinking and risk management skills.

  • Demonstrated ability to facilitate complex discussions in a mixed technical and business team environment.

  • Strong planning, prioritizing, time management and organizational skills.


Champions safety

Customer obsessed

Cultivates innovation

Nimble learning

Drives Results


Experience / Education

  • Minimum of Associate Degree required in a computer-related field.

  • Bachelor’s Degree in a computer-related field highly desired.

  • 4-5+ years related work experience may be considered in lieu of degree.

  • Typically has 3+ years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.

  • Experience working effectively as a team member with minimal supervision on projects to ensure the high quality of the delivered software.

  • Experience in the development of trouble shooting scripts.

  • Experience providing maintenance and support for moderately complex client products.

  • Experience effectively managing multiple tasks/projects, concurrently.

  • Experience with the utility industry is desirable, but not required.

Travel Requirements

Day trips, up to 50% travel as required. Minimal overnight travel.

Physical Requirements

Must be able to lift up to 55 lbs.

Licenses & Certifications

  • MCP required

  • MCTS: Windows 10 preferred

  • Join American Water...We Keep Life Flowing*™

  • American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.