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American Water Sr. Specialist, Technology Field Services in Belleville, Illinois

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. * 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. 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 * 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. * 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 fiber optic routing/handoffs). * Knowledge and use of ADP, Microsoft Dynamics, Contraxx, CITRIX. * Remote Desktop environment, Apple Business Manager, WorkSpace One * Familiar with DFARS 252.204-7012 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. * 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). * Must be self-directed and able to work effectively in a diverse team environment with little to no direct supervision. Experience/Education * 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. * 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 Travel Requirements * Up to 50% travel as required. Work Environment * High-pressure/time sensitive/changing environment. Other * Ability to lift 50 lbs. Competencies Collaborates Champions safety Cultivates innovation Customer obsessed Drives Results Nimble 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 they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.