Field Support Tech IFA - H&R Block

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 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.