Job Directory Rent-A-Center Technical Solutions Generalist
Rent-A-Center

Technical Solutions Generalist Rent-A-Center
Plano, TX

Rent-A-Center leases household durable goods to customers on a rent-to-own basis.

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About Rent-A-Center

Job Description

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.

KEY RESPONSIBILITIES:

* 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

JOB REQUIREMENTS:

* 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

About Rent-A-Center

Rent-A-Center leases household durable goods to customers on a rent-to-own basis.

Headquarters
Size
21600 employees
Rent-A-Center

5501 Headquarters Dr

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