Specialist- IT I USA

$46,093 - $62,400/Yr

First Solar - Perrysburg, OH

Full-time

Perrysburg, OH

Utilities

About the position

First Solar reserves the right to offer you a role most applicable to your experience and skillset. This position provides support, operations, and maintenance service to corporate systems and office staff. It requires a high degree of customer service, planning, technical expertise, and the ability to quickly return the customer and/or supported systems to a working state. The role involves providing enterprise escalation level assistance for a wide array of technical and procedural issues, with disciplined execution of established operations and maintenance processes and procedures. Frequent interactions with customers are expected, necessitating effective interpersonal communications and problem-solving skills using various verbal and written methods. The position also requires effective use of established administration and support tools, processes, and procedures to help achieve the department's goal of being Operationally Excellent. The role demands a minimum of 3 years of experience in Information Technology, customer service, or a related discipline, with a preference for candidates holding a Bachelor's degree in Information Technology or a related field, or equivalent years of work experience. Required skills include excellent customer service and interpersonal skills, the ability to follow guidelines and help others interpret policy, vendor support, technical standardization, and communication. The candidate must be capable of supporting a wide variety of customers and personalities, possess a thorough understanding of support operations and maintenance processes, and be able to determine the types of equipment needed for work functions. Additionally, the candidate should be able to apply systems analysis techniques to determine hardware needs and develop and modify computer systems based on user design specifications. Strong organizational skills, self-sufficiency, and the ability to work with little supervision are essential, along with strong oral and written communication skills (both technical and non-technical) and demonstrated problem-solving skills. The role also requires maintaining a high level of customer trust and confidence in the group's knowledge and concern for customers' needs, handling some confidential information, and being involved in multiple projects through all life-cycle phases, ensuring compliance with established direction and standards.

Responsibilities

• Support key business functions including board meetings and webcasts.
• Assist in the resolution of customer and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction.
• Develop and execute operations and maintenance plans for enterprise, divisional, and other related support systems.
• Deploy and support all end-user IT devices while adhering to standards.
• Follow all business, governance, security, and team processes.
• Assist with a team knowledgebase to ensure consistent support methods.
• Acquire, closely follow, and maintain current knowledge of relevant product offerings, services, and support policies to provide solutions to customer problems.
• Interact frequently with Corporate IT staff, especially with project-based/Senior technical staff and other participants on performance problems, upgrades, design review, and application setup/implementation.
• Define, document, and carry out small projects or sub-projects, actively participating in all phases.
• Identify, assess, and manage risks to the success of the project.
• Prepare realistic plans and track activities against the project schedule, providing regular and accurate reports to stakeholders.
• Monitor costs, timescales, and resources used, and take action where these deviate from agreed tolerances.
• Ensure that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded.
• Document the results of hazard and risk analysis activities.
• Provide assistance to users in a professional manner following agreed procedures for further help or escalation.
• Maintain accurate records of user requests, contact details, and outcomes.
• Contribute to the development of installation procedures and standards.
• Control IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out.
• Produce and analyze registers and histories of authorized assets, ensuring all assets are in a known state and location.
• Assess, analyze, develop, document, and implement changes based on requests for change.
• Identify and resolve issues with applications, following agreed procedures.
• Assist in the investigation and resolution of network problems.
• Assist with specified maintenance procedures.
• Ensure that incidents and requests are handled according to agreed procedures.
• Ensure that documentation of the supported components is available and in an appropriate form for those providing support.
• Create and maintain support documentation.

Requirements

• 3 years of experience in Information Technology, customer service, or a related discipline preferred.
• Bachelor's degree in Information Technology or related field or equivalent years of work experience.
• Excellent customer service and interpersonal skills.
• Ability to follow guidelines and help others interpret policy.
• Vendor support, technical standardization, and communication skills.
• Ability to support a wide variety of customers and personalities.
• Thorough understanding of support operations and maintenance processes.
• Ability to determine types of equipment to be used in performing work functions.
• Capable of determining work techniques to perform needed duties.
• Ability to apply systems analysis techniques and procedures to determine hardware needs.
• Ability to develop and modify computer systems based on user design specifications.
• Excellent organizational skills.
• Ability to be self-sufficient and work with little supervision.
• Strong oral and written communication skills (technical and non-technical).
• Demonstrated problem-solving skills.
• Ability to maintain a high level of customer trust and confidence in the group's knowledge and concern for customers' needs.
• Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction and standards.

Nice-to-haves

• Broad range of network, server, storage, and desktop knowledge is highly desirable, including OS: Windows 10, Windows 11, Android, and iOS.
• Experience with MS Office 365, Edge, Chrome, and custom application experience preferred.
• Knowledge of network protocols such as TCP/IP, WINS, DNS, DHCP.