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

Basic Job Functions:

Provides support, operations and maintenance service to manufacturing plants, labs, and R&D.  This position requires a high degree of customer service, planning, technical expertise, and velocity to return the customer and/or supported systems to a working state.  Provide enterprise escalation level assistance for a wide array of technical and procedural issues.  Disciplined execution of established operations, maintenance processes and procedures.  The Specialist II is expected to take on a higher level of responsibility while still maintaining ticket work. This position also comes with the expectation that more advanced break/fix issues are handled, high-quality documentation is created, and excellent training is provided to other Specialists or Technicians on the team. This position is expected to develop and maintain relationships internally with other teams and also externally with vendors. This position has very frequent interactions with customers and must be effective in interpersonal communications and problem solving using various verbal and written methods. This requires effective use of the established administration and support tools, processes and procedures to help achieve the department’s goal of being Operationally Excellent.

Education/Experience:

3 years Information Technology, customer service, or related discipline required. Bachelor’s degree in information technology or related field or equivalent years of work experience.

Required Skills/Competencies:

Excellent customer service and interpersonal skills. 24/7 MFG and/or R&D Computer Support (Hardware/Software) Ability to follow guidelines as well as to help others interpret policy. Vendor support, technical standardization and communication Automated computer backup maintenance IT MFG and/or R&D project support, network support, process planning and documentation Thorough understanding of support operations and maintenance processes.  Able to determine types of equipment to be used in performing work functions Capable of determining work techniques to perform needed duties Must be able to apply systems analysis techniques and procedures to determine hardware needs Must be able 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 of and concern for customers’ needs. Will require the handling of some confidential information. Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction and standards. Broad range of network, server, storage and desktop knowledge is highly desirable, including OS: OS: Windows XP, Windows 7, Windows 10, Windows Server 2008 & 2012, Android, and iOS Applications: MS Office 365, IE, Chrome, Custom Application experience preferred Network TCP/IP, DNS, DHCP Travel Required as needed. On-call and/or work outside of normal business hours may be required. Specific vision abilities are required. May be required to kneel, bend, talk and hear. 

Key Competencies:

Takes full responsibility for the definition, documentation and satisfactory completion of medium-scale projects (typically lasting 6-12 months, with direct business impact, teams of 3-5 and firm deadlines). Identifies, assesses and manages risks to the success of the project. Ensures that realistic projects and quality plans are prepared and maintained and provides regular and accurate reports to stakeholders as appropriate. Ensures Quality reviews occur on schedule and according to procedure. Manages the change control procedure and ensures that project deliverables are completed within planned cost, timescale and resource budgets, and are signed off. Provides effective leadership to the project team, and takes appropriate action were team performance deviates from agreed tolerances. Assists with the collection of safety assurance evidence, undertaking all work in accordance with agreed safety, technical and quality standards, using appropriate methods and tools. Documents the results of hazard and risk analysis activities. Undertakes routine installations and de-installations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service. Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out. Produces and analyses registers and histories of authorized assets (including secure master copies of software, documentation, data, licenses and agreements for supply, warranty and maintenance), and verifies that all these assets are in a known state and location. Ensures that there are no unauthorized assets such as unlicensed copies of software. Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change. Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks. Assists in database support activities. Assists in investigation and resolution of network problems. Assists with specified maintenance procedures. Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Schedules the work of service desk staff to meet agreed service levels. Collects and collates evidence as part of a formally conducted and planned review of activities, processes, products or services. Examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences.

Essential Responsibilities:

Support VMware VDI Horizon software and deploy VDI instances if applicable Deploy and configure Teradici terminals for VDI in MFG and office environments if applicable. Provide accurate and creative solutions to customer problems of moderate nature to ensure customer productivity. Ensure timely deployment of hardware or software solutions to the production floor or lab environment Assist in the resolution of customer and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction. Provide LAN Administration duties such as account administration, and rights assignment. Build and maintain server environments, both VMWare as well as physical servers. Maintain, update and configure appropriate network Layer 3 devices and monitor / report status of devices as appropriate. Monitor and maintain the local file server backups and manage the data retention in accordance with the policy. Develop and execute operations and maintenance plans for enterprise, divisional and other related support systems. Acquire, closely follow and maintain current knowledge of relevant product offerings, services and support policies to provide solutions to customer problems. Lead projects that enhance the quality or efficiency of support, operations and maintenance services Has frequent interaction with Corporate IT staff especially with project based/Senior technical staff and other participants on performance problems, upgrades, design review, and application setup/implementation. Has contact with hardware/software vendors to discuss support, troubleshooting, etc.: assists in the establishment of Service Level Agreement’s (SLAs). Execute other duties as assigned. Other duties as assigned.

Reporting Relationships:

Reports to Manager I – IT. This position will not have direct reports.

Travel:

If hiring to a new plant prior to plant start, associate will be required to spend extended time (60-80%) in another plant in either Ohio or Alabama for training until their assigned plan starts equipment installation.

Estimated Salary Range:

$24.95-$35.58 Hourly 

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 27 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 each eye, 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. The 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). 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).

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.