IT Support Technician

Shift
Work Mode :: On-Site, // Monday, Thursday – Sunday (off Tues/Wed) - 12 am - 8:30am

Primary Role

• Maintain application and application interfaces inventory.
• Integrate new capabilities into project, product, and program management
• Collaborate with other technology domains and business functions to develop innovative business solutions
• Translate AW’s business strategy and goals into successful projects
• Documents problems and resolutions.  
• Responsible for providing front line support, via call, chat or email, to all American Water Employees and contractors. 
• Responsible for assisting senior 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 level II or level III support when necessary, documents problems and resolutions.
• Understand the relationship between applications, application architectures and Business processes.
• Ensure Data Privacy and Data Governance are key considerations in every project engagement.

Key Accountabilities:

• Develop and/or promote solutions which support the business requirements and business strategies, and which align with enterprise and departmental goals
• Ensure that uniform enterprise-wide application design standards are maintained
• Support leadership in managing customer expectations for project implementation.
• Understand the relationship between applications, application architectures and Business processes.
• Ensure Data Privacy and Data Governance are key considerations in every project engagement.
• Provides 24x7 remote support in Operations Center.
• Handle incoming calls, chats and emails from customers.
• Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware).
• Maintains knowledge database.
• Escalates deficiencies in technical processes and informs Level II Support.
• Monitor IT systems (SAP, Network infrastructure).
• Create badges and monitor badge system.
• Monitor security systems.
• Handle customer threat assessments.

Education:

Associates degree in Information Systems or similar technology field is preferred.

Knowledge and skills:

• In-depth knowledge of technology, procurement, contract management and vendor management
• Excellent verbal, written and presentation skills
• Good Collaboration, prioritization and team working skills
• Ability to work in a fast-paced dynamic environment with virtual teams
• Ability to work independently and take initiative to find/develop solutions for business requirements.
• Fast learner with attention to detail
• Should be receptive to constructive criticism when necessary
• Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).
• In-depth user knowledge of Microsoft Office products including Outlook.
• Strong client relations/customer service skills required.
• Ability to work on a team and contribute to the team's achievement of objectives and goals.

Experience:

2+ years’ experience working in technology fields required