Field Service Technician

Senior, Technology Field Services Specialist Requisition ID: 110315 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! Click here for more information on our inclusion, diversity, and equity journey. 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 and celebrating 140 years in 2026, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to approximately 14 million people with regulated operations in 14 states and on 18 military installations. American Water’s approximately 7,000 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders. For more information, visitamwater.com and joinAmerican Water onLinkedIn ,Facebook , X andInstagram . Primary Role Configuring, installing, troubleshooting, and providing support to all software/hardware for IT users' desktops, laptops, printers, and mobile devices. 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 senior or lead tech when necessary, documents problems and resolutions. Maintain accurate asset inventory. Work closely with Senior Specialist on management of State or Service Company Budgets and begin taking over budget management for districts and smaller states. Ensure ordering is completed as scheduled and lifecycles are accurately managed with the 6-year forecast. Support internal and external communications and AV requirements for Labor Conferences if one is held in your state, State-Wide Meetings, External Communications, IT Road Shows, and Company Leadership meetings. Support acquisitions. Work with the business and IT to provide the required technology to bring the new site online by the required deadlines with the least disruption to the new employees. Support divestitures. Work with the divestiture team to ensure all assets, telco, etc. is officially turned over to the other company. Key Accountabilities Field Support Responsibilities: Provides maintenance and support for client products, telecom, peripherals, servers, mobile devices, networks, fleet connectivity, and physical moves and 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 Be proactive in identify issues or problems and utilize out of the box thinking to find a resolution. Asset Management: Keeps all associated inventory data accurate and current through out the year. Completes asset retirements and recycling Escalates deficiencies in technical processes and inform management Documents and maintains local software installs and all site surveys Ensures IT standards are being adhered to within their respective regional support areas Documents all non-compliance to standards issues and escalates. 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. Apple or Android phones, tablets, personal hot spots, Rugged Devices) Thorough knowledge of Microsoft Office 365 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 rapport with customers of all levels. 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. Strong planning, prioritizing, time management and organizational skills Excellent interpersonal, people and people management skills (e.g., listening, coaching, facilitating, tact/diplomacy, employee relations, development, motivation, team building). 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. Experience/Education 5+ 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 AV Systems – Intermediate Budget Management – Intermediate Communications – Intermediate (Written and Spoken) Project Management– Intermediate Mobility – iPad/iPhone/Tablet– Intermediate Office 365 – Intermediate Minimum of Associate Degree in Computer Science, Information Systems, or other related field preferred or 7+ years in similar role. A+ Certification Preferred. Microsoft Certifications, Network + Certifications a Plus. Travel Requirements Up to 50% travel as required. Work Environment High-pressure/time sensitive/changing environment. Competencies Plans & Aligns Decision Making Communicates Effectively Builds Networks Action Oriented 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 they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws. #J-18808-Ljbffr