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Job Details


American Water Works Co Inc

Specialist Technical Support for Executive Team (100389)

Technology

Technical Specialist

Yearly

No

Camden, New Jersey, 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 amwater.com and follow American Water on Twitter, Facebook and LinkedIn.

Primary Role
  • Configuring, installing, troubleshooting, and providing support to all software/hardware for IT users' desktops, laptops, printers, and mobile devices.
  • Advises various support levels on moderate to complex technology issues, incidents, and problems and provides guidance and direction to junior support analysts for issues, incidents, and problems associated with telephony systems, personal computers, first level LAN/WAN support and adherence to IT standards including PCs and wiring.
  • Provides high level support to customers for software/ hardware end-user computing and desktop-based LAN systems; escalates accordingly.
  • Documents problems/resolutions and maintains asset inventory.
  • Assist with new hire onboardings, work with hiring managers, obtain assets, Desk setup, track ID provisioning, provide technical on-boarding on first day.
  • Participates in the testing/ evaluation of new desktop packages.
  • Manage the State or Service Company Budgets and ensure ordering is completed as scheduled and lifecycles are accurately managed with the 5-year forecasts. Mentor Specialist on budget process.
Key Accountabilities

Field Support Responsibilities:

  • Provides training, guidance, and mentorship to less experienced technicians analysts.
  • Responsible for deploying technological trends and solutions to enhance the enterprises 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.
  • Work with vendor support for hardware and software resolutions.
  • Process Improvement and Documentation:
  • Escalates deficiencies in technical processes and inform Management.
  • Documents and maintains local software installs and all site surveys.
  • All other duties as assigned.
Additional Key Accountabilities

Asset Management:

  • Forecasts lifecycle replacement for all hardware and present to 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.

Governance:

  • Ensures IT standards are being adhered to within their respective regional support areas.
  • Documents all non-compliance to standards issues and escalates

Asset Management:

  • Forecasts lifecycle replacement for all hardware and present to 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.
  • Governance:
  • Ensures IT standards are being adhered to within their respective regional support areas.
  • Documents all non-compliance to standards issues and escalates
Knowledge/Skills

  • Thorough understanding of WANs, LANs, and associated hardware.
  • Knowledge of VoIP and telephony.
  • Familiar with server configurations/setup/use for mobile platform/
  • applications (such as GIS equipment pairing with tablets, Lucity/Hach
  • mobile applications).
  • Knowledge and Experience in SCADA Systems (networks, static IP
  • comms, radio comms, configuration, remote access, equipment, and fiberoptic routing/handoffs).
  • Knowledge and use of ADP, Microsoft Dynamics, Contraxx, CITRIX.
  • Remote Desktop environment, Apple Business Manager, WorkSpace One
  • Familiar with DFARS [Register to View] Cybersecurity requirements.
  • Key liaison between IT Dept and Operations. Involves coordinating Business Network provider(s) setup, site survey of existing assets, new network equipment procurement/configuration/setup.
Additional Knowledge and Skills Additional Knowledge and Skills
  • Customer service skills (communication, follow-up, etc.).
  • Ability to support a wide range of skill sets and design communication and training around those skill sets.
  • Thorough understanding of current operating system platforms and peripherals.
  • Strong knowledge of various mobile devices (i.e., iPhones. iPads, aircards, rugged field devices) to include Apple Macbooks.
  • Thorough knowledge of Microsoft 365 products, e.g., Onedrive, Teams, presentation, data base, and project planning.
  • Customer service skills (communication, follow-up, etc.).
  • Ability to support a wide range of skill sets and design communication and training around those skill sets.
  • Thorough understanding of current operating system platforms and peripherals.
  • Strong knowledge of various mobile devices (i.e., iPhones. iPads, aircards, rugged field devices) to include Apple Macbooks.
  • Thorough knowledge of Microsoft 365 products, e.g., Onedrive, Teams, presentation, data base, and project planning.
Experience/Education
  • Over 8 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
  • Effectively managing multiple tasks/projects, concurrently.
  • Work Safely adhering to all safety requirements.
  • Acquire CPR/AED and Defensive Driving within one year per company requirements.
  • Recommended Experience Levels for this position
  • MDM Tools - WS1 / SCCM – Intermediate to Expert
  • Mobility – iPad/iPhone/Tablet
  • Office 365
  • AV Systems – Intermediate to Expert
  • Budget Management – Intermediate to Expert
  • Communications – Intermediate (Written and Spoken
  • Project Management – Intermediate to Expert
  • Coaching and Mentoring – Intermediate to Expert
  • Bachelor’s Degree in Computer Science, Information Systems or other related field preferred or 5+ years in similar role.
  • A+ Certification Preferred. Microsoft Certifications, Network + Certifications a Plus.
Work Environment
  • High-pressure/time sensitive/changing environment.
Travel Requirements
  • Up to 50% travel as required
Other
  • Ability to lift 50 lbs.
Competencies Champions safetyCollaboratesCultivates innovationCustomer obsessedDrives ResultsNimble learning

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.