Junior IT Support Technician

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.

 

Responsibilities

 

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.