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 a plus 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 exhibit excellent customer service skills at all times. 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 uptime on the PC's 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 user 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 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 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