JOB PURPOSE: Fields helpdesk calls, emails, and self-service tickets and provides basic support and troubleshooting, such as, password resets, printer configurations, network configurations, hardware setups, POS and credit card systems, Telecom systems and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance, as needed. Also, Level 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve their problem. Level 1 may also provide outbound call support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
* Serving as the first point of contact for coworkers seeking technical assistance over the phone or email or self-service portal. * Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. * Determine the best solution based on the issue and details provided by coworkers * Walk the coworker through the problem-solving process * Direct unresolved issues to the next level of support personnel * Provide accurate information on IT products or services * Record events and problems and their resolution in Service Now * Follow-up and update coworker ticket status and information * Pass on any feedback or suggestions by coworkers to the appropriate internal team * Identify and suggest possible improvements on procedures
* Proven experience as a help desk technician or other end user support role * Tech savvy with working knowledge of office automation products, databases and remote control * Good understanding of computer systems, mobile devices and other tech products * Ability to diagnose and resolve basic technical issues * Proficiency in English * Excellent communication skills * Customer-oriented and cool-tempered * Bi-lingual skills a plus
Rent-A-Center leases household durable goods to customers on a rent-to-own basis.