Technical Support Specialist

6 days ago

San Bruno, California, United States H&R Block Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at H&R Block. As a Field Support Technician, you will be responsible for providing technical support to our field offices worldwide.

Key Responsibilities
  • Provide technical support for PC, peripheral, network, and software break-fix issues
  • Utilize software solutions, knowledge base, and personal knowledge to resolve and track user incidents
  • Effectively communicate and assist clients regarding their technical support issues
  • Serve as a liaison between business partners, lead field support technicians, and technical support centers to identify and resolve problems
  • Coordinate the setup, shutdown, and support of PC hardware and software for H&R Block's field company offices
  • Maintain, troubleshoot, and support field systems in company-owned field offices
  • Help troubleshoot and support field resources 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 technicians 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
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 world.

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.

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