Technician- IT I USA

First Solar reserves the right to offer you a role most applicable to your experience and skillset.

Basic Job Functions:

Provides support for the Company's Management Information Systems via phone, e-mail, and/or remote support in a cost-efficient manner. This position supports the global Call Center and will provide Level 1 Support (support that can be done remotely, with little or no prior knowledge, by following appropriate documentation) with a focus on customer service and satisfaction.

Education/Experience:

• High school diploma (or GED) required.
• Minimum of 1 year work experience in a customer service or IT field preferred.

Required Skills/Competencies:

• Excellent phone skills.
• Excellent written skills (both to customers as well as technical documentation).
• Exemplary customer service skills.
• Excellent organizational skills.
• Must be familiar with the current Microsoft Windows operating systems as well as the entire Microsoft Office Suite.
• Knowledge of Cisco phone systems preferred.
• Proven interpersonal skills.

Essential Responsibilities:

• Responsible for accepting incoming service requests via phone, e-mail, or in-person.
• Must be able to accurately prioritize, categorize, and triage incoming requests for service.
• Ability to troubleshoot and resolve new issues without direct supervision/direction.
• Responsible for escalating requests for service to the appropriate level of support.
• Must always exhibit excellent customer service skills.
• Must be able to work with a diverse team.
• Responsible for software installations/upgrades/support.
• Ability to handle confidential information.
• Exercises effective communications levels and fosters team building.
• Adheres to all safety procedures and good housekeeping standards.
• Performs other assignments as required.
• Will be required to kneel, bend, talk and hear.
• Specific vision abilities are required.
• Some travel may be required.
• Always providing excellent customer service, even with challenging users.
• Responsible for ensuring up time on the PCs throughout our global environment.
• Assisting with software installations/upgrades/support.
• Assisting with maintenance and accuracy of the CMDB.
• Responsible for assistance with collaboration technology such as WebEx and Teams
• Give first level support for video conferencing equipment.
• Assists new employees, where applicable, with onboarding.
• Ability to troubleshoot and resolve new issues without direct supervision/direction.
• Must be able to work 8-hour schedule.
• Able to work with multiple users at one time, while providing a one-on-one experience for each customer.
• Ensures tickets are triaged to the appropriate teams as needed.
• Exercises effective communications levels and fosters team building.
• Adheres to all safety procedures and good housekeeping standards.
• Identifies and resolves issues with applications, following agreed procedures.
• Assists in investigation and resolution of connectivity issues.
• Assists with specified maintenance procedures.
• Ensures that incidents and requests are handled according to agreed procedures.
• Ensures that documentation of the supported components is available and in an appropriate form for those providing support.
• Creates and maintains support documentation.
• Performs other assignments as required
• Job description subject to change at any time.

Reporting Relationships:

• This position reports to the Manager- IT.
• This position will not have direct reports.

Travel:

• 0% - 5% (On occasion/as needed for training, etc.)

Estimated Hourly Range:

• $17.84-$25.00 estimated hourly rate.

US Physical Requirements:

• Will sit, stand or walk short distances for up to the entire duration of a shift.
• Will climb stairs on an occasional basis.
• Will lift, push or pull up to 37 pounds on an occasional basis.
• Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis.
• 20/40 vision in both eyes together, with or without correction, is required.
• Must be able to comply with all safety standards and procedures.
• May reach above shoulder heights and below the waist on a frequent basis.
• May stoop, kneel, or bend, on an occasional basis.
• Ability to wear personal protective equipment is required (including but not limited to; steel-toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron and arm guards, and a condition of employment and continued employment (requires little or no facial hair) for those requiring respirator use.

All positions in our office require interaction with people and technology while either standing or sitting. To best service our customers, internal and external, all associates must be able to communicate face-to-face and on the phone with or without reasonable accommodation. First Solar is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodation that can be made without imposing an undue hardship.

Potential candidates will meet the education and experience requirements provided on the above job description and excel in completing the listed responsibilities for this role. All candidates receiving an offer of employment must successfully complete a background check and any other tests that may be required.

Equal Opportunity Employer Statement: First Solar is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.