Field Support Technician IFA

2 days ago

Glen Burnie, Maryland, United States H&R Block Full time
Job Summary

We are seeking a highly skilled Field Support Technician IFA to join our team at H&R Block. 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 support to retail tax offices worldwide.
  • Utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents.
  • 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.
  • 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 by phone, chat, and on-site visits.
  • Help troubleshoot and support FR offices by phone and chat.
  • Maintain an inventory of district resources and 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.
Requirements
  • High school diploma or equivalent.
  • Experience with Windows Environment, Windows network configurations, and MS Office (or equivalent).
  • 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 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.

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