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End User Support Tech

Job ID 19986 Date posted 08/18/2021 Location: Atlanta, Georgia

About Aaron's:
We are Aaron’s - an industry leader in the sales and lease-to-own retail industry known for quality brand names and superior customer service. We provide our team members the opportunity to reach their full potential in a team-oriented, high-energy, recognition-based environment with competitive pay and benefits. This is much more than a job – it is a career with purpose.

About Aaron's Tech:
In recent years, we’ve been on a journey to transform our business model with technology. We're not the slow, old-fashioned retailer you think we are. We used to be, but those days are long gone. In fact, we don't even think of Aaron's as a retail company. Instead, we think of Aaron's as a technology company that happens to sell and lease furniture, electronics and appliances. This way of thinking has demanded a massive shift in who we hire, how we organize and lead our teams, and how we deliver our technology and services. It's simple: we hire smart people who are motivated by delivering big, impactful results, we point them at big problems to solve, and we get out of their way.

We believe our technology team is unique and special, and after learning about us, we believe you will think so too. Find out more at http://tech.aarons.com/.




This position ensures desktop technologies available for all Aaron’s SSC end users, along with supporting conference room technologies at Aaron’s SSC buildings. End User includes software and hardware, managing incidents and requests and troubleshooting, permissions, remote access, and user management.  It requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. 


Duties and Responsibilities:

·Provides IT support for desktops, printers, peripherals, telephone systems, and cellular devices

·Troubleshoot connection problems, slow performance, inabilities to access data and inefficient programs.

·Diagnose computer hardware, network systems and computer software programs accurately and quickly.

·Assists client day-to-day functionality and efficiency, installs, and maintains complex software systems.

·Oversee and maintain corporate refresh process to ensure refreshes are completed on schedule.

·Responds to customer requests effectively and timely and communicates with them to address issues and resolve.

·Update user access for given IT applications for new and current employees.

·Interface closely with the Support Center to improve first call resolution for internal support issues.

·Provide support for conference room technologies, I.e., video conferencing at Aaron’s SSC locations.

·Manage all Desktop related projects.

Education and Experience:

·College degree in IT field preferred.

·End User Support experience preferred.

Required Skills and Competencies:

·A positive professional attitude with a strong background in customer service is a must. 

·Excellent organizational, technical, interpersonal-management, and leadership skills including the ability to motivate others and foster a positive and productive work environment.

·Have grace under pressure and possess a patient attitude to deal with a variety of situations.

·Excellent written and verbal communication skills with a proven track record of cross functional and departmental communication and relationship management.

·Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required. 

·Demonstrated ability to diagnose and troubleshoot problems in an effective manner. 

·Demonstrated ability to capture and document all relevant details pertaining to a support issue for the purpose of building effective knowledge articles. 

·Ability to follow special instructions and other knowledge documentation to determine the appropriate path to resolution for customer before consulting and/or escalating issues to other service department staff members. 

·Self-starter with the ability to think outside the box when diagnosing and troubleshooting. desktop support related issues where documentation may not readily exist. 

·Must be well versed in common enterprise applications including Microsoft Office Suite. 

·Extensive experience with Windows operating systems.

·Experience with Global Protect, Zoom and Genyses a plus.

·Knowledge of Mac OS and hardware issues.

·Occasional travel between Aaron’s SSC offices in Kennesaw and Galleria areas.



Total Rewards

Team members enjoy access to career training and advancement opportunities, and are rewarded with competitive compensation and a comprehensive benefits package, which includes: 

  • Medical, Dental, Vision
  • Tuition Reimbursement
  • Pay on Demand Options
  • Basic Life and AD&D
  • Employee Retirement Plan (401k)
  • Employee Assistance Program
  • Parental Leave Benefits
  • Flexible Spending Accounts
  • Health Savings Accounts
  • Short-Term Disability
  • Long-Term Disability
  • Employee Stock Purchase Plan
  • Paid Time Off
  • Financial Wellness
  • Physical Wellness
  • Discounts
  • Matching Gifts
  • Community Outreach
  • Employee Business Resource Groups

About Aaron’s
At Aaron’s we offer sales and lease-to-ownership of specialty items including furniture, consumer electronics, home appliances, and accessories throughout the United States and Canada. Our customers shop at Aaron’s for the same reason you should choose us for the next step in your career – our ability to positively influence people’s lives. If you are looking for a company with the passion and dedication to make a difference in the lives of customers and team members alike, join us today.

Aaron’s is committed to creating a diverse and inclusive work environment, celebrates our team members’ differences, and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, pregnancy, religion, sex, sexual orientation, gender identity, national origin, age, disability,
 veteran status, military duty, gender expression, genetic information, or any other protected class. Candidates who require accommodation during the recruitment process should contact hrsupport@aarons.com.

Aaron’s is an Equal Opportunity Employer

LOCATION: Atlanta, Georgia View Map

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