Field and Phone Support Technician - S
Company: H&R Block
Posted on: June 24, 2022
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. Utilizes
software solutions, knowledge base, personal knowledge, and
computer systems to resolve and track user incidents. 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
Maintain network and telephone systems in company offices.
Document hardware problems and their resolution within the
Assist with special projects, as needed.
Remote into and/ or control desktops to resolve technical
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
Perform other duties as assigned.
What you'll bring to the team...
Education:High school diploma or equivalent
Work Experience:Experience with Windows Environment, Windows
network configurations and MS Office (or equivalent)
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
Oral, written and interpersonal communication skills
Demonstrated decision making, analytical and problem-solving
Demonstrated organization, prioritization and project coordination
Demonstrated ability to set up, maintain, and troubleshoot computer
hardware, networks and systems.
About H&R Block...
H&R Block's purpose is simple: To provide help and inspire
confidence in our clients and communities everywhere. We've been
true to that purpose since brothers Henry and Richard Bloch founded
our company in 1955. Since then, we've grown to have approximately
12,000 offices throughout the United States and around the
We are a people company first and a tax company second. People who
join H&R Block say it feels like being part of something
bigger. A place with an amazing and storied history, but with a
strong and urgent focus on the future. Maybe it's how determined,
forward thinking and innovative we are, or how accessible our
leadership is. We believe it's all those things, and much more.
H&R Block is committed to diversity and inclusion and is proud
to be an equal opportunity employer. We consider qualified
applicants regardless of race, color, religion, creed, gender,
national origin, age, disability, veteran status, marital status,
sex, gender expression or identity, sexual orientation,
citizenship, or any other legally protected class. All qualified
applicants are welcomed and encouraged to apply.
Keywords: H&R Block, Charleston , Field and Phone Support Technician - S, Engineering , Charleston, South Carolina
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