Roles & Responsibilities
Job Title: IT Specialist II
Reports To: Supervisor – IT
FLSA Job Status: Exempt
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.
Experience:
3 years IT, customer service, or related discipline preferred
Education:
Bachelor’s degree in IT or related field or equivalent years of work experience
Required Skills:
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
Document and delegate work to other members of the team as well as provide guidance as needed
Broad range of network, server, storage and desktop knowledge is highly desirable, including:
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.
Essential Functions & Responsibilities
Primary 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
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 project 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 where 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.
Please note: 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, pre-employment drug screen, and any other test that may be required for the role.
Equal Opportunity Employer Statement : First Solar Inc. is an Equal Opportunity Employer (EOE) 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.
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