Field Support Technician IFA

7 days ago


Lexington, Kentucky, United States H&R Block Full time

Job Summary:


We are seeking an experienced Field Support Technician IFA to join our team. As a Field Support Technician IFA, you will be responsible for providing technical support to our retail tax offices worldwide.


Key Responsibilities:



  • Provide technical PC, peripheral, network and software break-fix, on-site, phone, chat and off-phone support to retail tax offices worldwide.



  • Utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents.



  • Effectively open and work support requests and escalate to the appropriate people/team as necessary.



  • Effectively communicate and assist 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 Activities:



  • 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.




Requirements:



  • 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 skills.



  • Demonstrated organization, prioritization and project coordination skills.



  • Demonstrated ability to set up, maintain, and troubleshoot computer hardware, networks and systems.




About Us:


At H&R Block, we are a people company first and a tax company second. We believe in inspiring confidence in our clients and communities everywhere.


Job Type: Seasonal - Corporate


Posting Title: Seasonal, Field & Phone Support Tech


Job Family: Engineering & Ops


Language: English


WOTC Eligibility Check: Yes


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