Sr Analyst Client Technology ITS at American Water Works Company, Inc in Riverside, NJ

With minimal guidance, responsible for configuring, installing, troubleshooting and providing support to all software/hardware for IT users' desktops, laptops, printers and mobile devices. Advises Level I support on moderate to complex technology issues, incidents and problems and provides guidance and direction to Level I 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. Involved in the rollout and installation of new software packages, upgrades, new desktop hardware and may perform end-user training. Maintains desktop software and hardware; supports mobile workforce. Provides level II and III support, to IT users for software/ hardware end-user computing and desktop-based LAN systems; escalates malfunctions to level III support when necessary. 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 and implements prototypes.

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
• All other duties as assigned. 55%

Process Improvement and Documentation:

• Escalates deficiencies in technical processes and inform Management
• Documents and maintains local software installs and all site surveys. 10%

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. 25%

Governance:

• Ensures IT standards are being adhered to within their respective regional support areas
• Documents all non-compliance to standards issues and escalates to ITS Regional Client Manager. 10%

Knowledge/Skills

• Strong knowledge and experience related to computer systems, computer peripherals, and technologies.
• Thorough understanding of current operating system platforms
• Strong knowledge of various mobile devices (i.e. iPhones. iPads, aircards, rugged field devices)
• Thorough knowledge of Microsoft 365 products, e.g., Onedrive, Teams, presentation, data base, project planning
• Apple Macbook knowledge
• Thorough understanding of wide and local area networks, 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 Military Services during new military base acquisitions. 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).
• Excellent client relations skills and customer service orientation.
• Must be able to suggest plans to integrate new and existing systems.
• Must be self-directed and able to work effectively in a diverse team environment with little to no direct supervision.
• Demonstrated ability to facilitate complex discussions in a mixed technical and business team environment.
• Demonstrated ability to meet stringent deadlines

Experience/Education

• Minimum of 5 yrs of hands-on, IT experience supporting desktop software/ hardware products and problem solving/troubleshooting.
• Experience providing maintenance and support for moderately complex client products
• Experience working effectively as a team member with minimal supervision on projects to ensure the high quality of the delivered software/hardware.
• Experience working effectively on multiple projects that have enterprise-wide impact and require subject matter expertise of software/ hardware support processes.
• Experience coaching/mentoring desired
• Experience with the utility industry is desirable, but not required.
• Bachelor’s Degree in Computer Science, Information Systems or other related field preferred or 5 + years in similar role.