Technician- IT I USA
First Solar - Perrysburg, OH
posted 4 months ago
About the position
First Solar is seeking an IT Technician to provide support for the Company's Management Information Systems. This role is essential in ensuring the smooth operation of the global Call Center, where the technician will deliver Level 1 Support. The support will be provided via phone, e-mail, and remote assistance, focusing on customer service and satisfaction. The technician will be responsible for accepting incoming service requests, accurately prioritizing and categorizing these requests, and troubleshooting issues without direct supervision. The position requires excellent communication skills, both written and verbal, to interact effectively with customers and document technical information. In this role, the technician will assist with software installations, upgrades, and support, while also ensuring the uptime of PCs throughout the global environment. The technician will work closely with a diverse team and must exhibit exemplary customer service skills at all times. The position may involve some travel, up to 10%, and requires the ability to handle confidential information. The technician will also assist with onboarding new employees and provide first-level support for video conferencing equipment, ensuring that incidents and requests are handled according to agreed procedures. The ideal candidate will have a minimum of one year of experience in a customer service or IT field, possess a high school diploma or GED, and be familiar with Microsoft Windows operating systems and the Microsoft Office Suite. Knowledge of Cisco phone systems is a plus. The technician will report to the Manager of the Service Desk Corporate and will be expected to adhere to all safety procedures and good housekeeping standards while performing their duties.
Responsibilities
- Provide Level 1 Support for the Company's Management Information Systems via phone, e-mail, and remote support.
- Accept incoming service requests via phone, e-mail, or in-person.
- Accurately prioritize, categorize, and triage incoming requests for service.
- Troubleshoot and resolve new issues without direct supervision.
- Escalate requests for service to the appropriate level of support.
- Exhibit excellent customer service skills at all times.
- Assist with software installations, upgrades, and support.
- Work with a diverse team and assist new employees with onboarding.
- Ensure uptime on PCs throughout the global environment.
- Assist with maintenance and accuracy of the CMDB.
- Provide first-level support for video conferencing equipment.
- Identify and resolve issues with applications, following agreed procedures.
- Create and maintain support documentation.
Requirements
- Minimum of 1 year work experience in a customer service or IT field preferred.
- High school diploma or GED required.
- Excellent phone skills.
- Excellent written skills for customer communication and technical documentation.
- Exemplary customer service skills.
- Excellent organizational skills.
- Familiarity with Microsoft Windows operating systems and the Microsoft Office Suite.
- Knowledge of Cisco phone systems is a plus.
- Proven interpersonal skills.
Nice-to-haves
- Experience with collaboration technology such as WebEx and Teams.
- Ability to handle multiple users at one time while providing a one-on-one experience.
