Specialist, Technology Field Services

American Water Co.; New Castle (PA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player seeks a skilled IT Support Specialist to enhance its operations. This role involves configuring and troubleshooting IT systems, providing high-level support to users, and mentoring junior technicians. The company values diversity and offers a competitive salary along with comprehensive health benefits. You'll have the opportunity to work in a dynamic environment, contributing to the essential services of water and wastewater management. Join a team that is committed to innovation and sustainability while making a tangible impact on the community.

Benefits

Health Benefits

Career Development Opportunities

Diversity and Inclusion Programs

Qualifications

• Bachelor’s Degree in Computer Science or 5+ years in a similar role preferred.
• 5+ years of hands-on IT experience supporting desktop software/hardware.

Responsibilities

• Responsible for configuring, installing, and troubleshooting IT software/hardware.
• Provides level II and III support for end-user computing and desktop systems.

Skills

Computer Systems Knowledge

Microsoft 365

Analytical Skills

Communication Skills

Problem-Solving

Client Relations

Time Management

Teamwork

Education

Bachelor’s Degree in Computer Science

5+ years in a similar role

Tools

Apple MacBook

VoIP Systems

SCADA Systems

Job description

Company: American Water Works Company Inc

Requisition ID: 108102

Share Our Purpose. Be Yourself. Feel Valued.

People are the heart of our business. 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.

We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role!

About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, we keep life flowing by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations.

As one of the fastest growing utilities in the U.S., American Water expects to invest $40 to $42 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices.

American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense Excellence Award.

Key Accountabilities

• With minimal guidance, responsible for configuring, installing, troubleshooting and providing support to all software/hardware for IT users' desktops, laptops, printers and mobile devices. Advises Level I.
• 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; escalates malfunctions to level III support when necessary.
• Documents problems/resolutions and maintains asset inventory.
• Assist with new hire onboarding, work with hiring managers, obtain assets, desk setup, track ID provisioning, provide technical onboarding on 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.
• Work 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.

Knowledge/Skills

• 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, e.g., OneDrive, Teams, presentation, database, project planning.
• 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 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.
• Demonstrated analytical, problem-solving, planning, organizational, time management, critical thinking and risk assessment skills.
• Excellent interpersonal, people and people management skills (e.g., listening, coaching, facilitating, tact/diplomacy, employee relations, development, motivation, team building).
• Excellent client relations skills and customer service orientation.
• Must be able to suggest plans to integrate new and existing systems.
• Must be self-directed and able to work effectively in a diverse team environment with little to no direct supervision.
• Demonstrated ability to facilitate complex discussions in a mixed technical and business team environment.
• Demonstrated ability to meet stringent deadlines.
• Knowledge of procurement and budgeting.

Education/Experience

• 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 to ensure the high quality of the delivered software/hardware.
• Experience working effectively on multiple projects that have enterprise-wide impact and require subject matter expertise of software/hardware support processes.
• Experience with the utility industry is desirable, but not required.
• Experience working with industrial controls and SCADA is a plus.

Travel Requirements

Up to 50% travel as required.

Other

• Must be able to lift at least 50lbs
• Must be able to pass a motor vehicle background check and maintain a valid driver’s license throughout the duration of employment.

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 age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.