What are the responsibilities and job description for the Field tech support position at H&R Block?
What you'll do...
Provides technical PC, peripheral, network and software break-fix, on-site, phone, chat and off-phone for retail tax offices worldwide enabling end users to operate efficiently and effectively.
Effectively opens and works support requests and escalates to the appropriate people / team as necessary. Effectively communicates and assists clients regarding their technical support issues.
Serve as a liaison between business partners, Lead FST / CSM and TSC to identify and resolve problems.
Day to day you'll
- Coordinate the setup, shutdown and support of PC hardware and software for H&R Block's field company offices in compliance with instructions provided by CSC
- Maintain, troubleshoot, and support field systems in company-owned field offices by phone, chat and on-site visits.
- Help troubleshoot / support FR offices by phone and chat.
- Maintain an inventory of district resources. Maintain hot spare tracking and control for computer equipment in the district.
- Ensure essential communication with Business Partners and Lead Field Systems Technician / Company Support Manager on support issues and needs.
- Maintain network and telephone systems in company offices.
- Document hardware problems and their resolution within the ticketing system.
- Assist with special projects, as needed.
- Remote into and / or control desktops to resolve technical issues.
- Follow established processes and procedures to work cases and handle inquiries to resolve office and associate issues.
- Maintain a technical working knowledge of product or products supported by the department.
- Handle Field contacts while ensuring quality measurement procedures, and work instructions are maintained within policy guidelines.
- Perform other duties as assigned.
What you'll bring to the team...
Education :
High school diploma or equivalent
Work Experience :
- Access to and ability to drive a motor vehicle; possession of a valid driver's license; adequate insurance coverage as required by applicable state law and a good driving record.
- Ability to work independently or on a team
- Excellent interpersonal skills to include oral and written communication.
- Demonstrated decision making, analytical and problem-solving skills.
- Demonstrated organization and prioritization skills; ability to work independently and handle multiple tasks / projects simultaneously.
- Demonstrated ability to set up, maintain, and troubleshoot computer hardware, networks and systems.
- Experience with Windows Environment, Windows network configurations and MS Office (or equivalent)
- 0 years Minimum related work experience
Last updated : 2024-09-19
