Senior, Technology Field Services Specialist

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, 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. American Water’s 6,500 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. As one of the fastest growing utilities in the U.S., American Water expects to invest $30 to $34 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, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities. American Water has been recognized on the 2023 Bloomberg Gender-Equality Indexfor 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, among additional state, local and national recognitions. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. 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

• 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.

• 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 escalate.

• 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.

• 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