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Job Details

American Water Works Co Inc

Technician, Technology Field Services (100887)


Hardware Technician



Belleville, Illinois, United States

Diversity of backgrounds, ideas, thoughts, and experiences is vital to our culture and the way we do business. Creating an environment where differences are embraced and where every person feels engaged and included makes us safer, stronger, and more successful.

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company. The company employs more than 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to 15 million people in 46 states. American Water provides safe, clean, affordable and reliable water services to our customers to help make sure we keep their lives flowing. For more information, visit and follow American Water on Twitter, Facebook and LinkedIn.

Primary Role

Responsible for assisting senior ITS personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels. Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed. Escalates malfunctions to level II or level III support when necessary, documents problems and resolutions. Maintain asset inventory.

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.
  • 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. blackberries, smart phones, air-cards, 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
  • 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 (preferably within a call center environment) may be considered in lieu of degree.
  • Certifications & Licenses: MCP required MCTS: Windows 7 preferred
  • Requires Valid Driver License
  • 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 with the utility industry is desirable, but not required.
  • Experience providing maintenance and support for moderately complex client products
  • Experience effectively managing multiple tasks/projects, concurrently.
  • Experience working effectively as a team member with minimal supervision on projects to ensure the high quality of the delivered software.
  • Experience with the utility industry is desirable, but not required.
Travel Requirements
  • Up to 50% travel as required
Work Environment
  • High-pressure/time sensitive/changing environment.
  • Ability to lift 50 lbs.
Competencies Champions safetyCollaboratesCultivates innovationDrives ResultsNimble learningCustomer obsessed

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.