IT Technician I (M-F; 1st shift: 10:00am-6:30pm)

Job Description

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) requiredMinimum of 1 year work experience in a customer service or IT field preferred

Required Skills/Competencies

Excellent phone skillsExcellent written skills (both to customers as well as technical documentation)Exemplary customer service skillsExcellent organizational skillsMust be familiar with the current Microsoft Windows operating systems as well as the entire Microsoft Office SuiteKnowledge of Cisco phone systems a plusProven 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 supportMust exhibit excellent customer service skills at all times.Must be able to work with a diverse team.Responsible for software installations/upgrades/supportAbility 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 usersResponsible for ensuring uptime on the PC's throughout our global environmentAssisting with software installations/upgrades/supportAssisting with maintenance and accuracy of the CMDBResponsible for assistance with collaboration technology such as WebEx and TeamsGive first level support for video conferencing equipmentAssists new employees, where applicable, with onboardingAbility to troubleshoot and resolve new issues without direct supervision/directionMust be able to work 8 hour scheduleAble to work with multiple user at one time, while providing a one-on-one experience for each customerEnsures tickets are triaged to the appropriate teams as neededExercises effective communications levels and fosters team buildingAdheres to all safety procedures and good housekeeping standardsIdentifies and resolves issues with applications, following agreed proceduresAssists in investigation and resolution of connectivity issuesAssists with specified maintenance proceduresEnsures that incidents and requests are handled according to agreed proceduresEnsures that documentation of the supported components is available and in an appropriate form for those providing supportCreates and maintains support documentationPerforms other assignments as required

Reporting Relationships

Reports to Manager, IT

Travel

No Travel is required

Estimated Hourly Range

$17.50 – 22.00 per hour

US Physical Requirements

Will sit, stand or walk short distances for up to the entire duration of a shiftWill climb stairs on an occasional basisWill lift, push or pull up to 27 pounds on an occasional basisRequired to use hands to grasp, lift, handle, carry or feel objects on a frequent basis20/40 vision in each eye, with or without correction, is requiredMust be able to comply with all safety standards and proceduresMay reach above shoulder heights and below the waist on a frequent basisMay stoop, kneel, or bend, on an occasional basisAbility 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)All associates working on the production floor may be required to wear a respirator at any given time and thus, the ability to wear a respirator is a condition of employment and continued employment (requires little or no facial hair)

All positions in our office require interaction with people and technology while either standing or sitting. In order 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 accommodations 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 band 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.