Field Support Specialist IFA

2 weeks ago


Beckley, West Virginia, United States H&R Block Full time
About H&R Block
H&R Block's mission is to provide expert technical support for retail tax offices worldwide, ensuring efficient and effective operations. As a Field Support Specialist, you will play a vital role in delivering exceptional customer experiences and driving business success.

Job Description
As a Field Support Specialist, your primary responsibility will be to provide on-site, phone, chat, and off-phone technical support for PC, peripheral, network, and software break-fix issues. You will utilize software solutions, knowledge bases, personal expertise, and computer systems to resolve and track user incidents, escalating issues as necessary. Effective communication with clients and liaison between business partners, Lead FST/CSM, and TSC are also key aspects of this role.

Key Responsibilities:
  • Coordinate setup, shutdown, and support of PC hardware and software for field company offices in compliance with CSC instructions.
  • Maintain, troubleshoot, and support field systems in company-owned field offices via phone, chat, and on-site visits.
  • Help troubleshoot and support FR offices via phone and chat.
  • Manage district resources inventory, hot spare tracking, and control for computer equipment.
  • 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.

Requirements and Qualifications
To succeed in this role, you should possess excellent oral, written, and interpersonal communication skills, as well as demonstrated decision-making, analytical, and problem-solving abilities. Additionally, you should have experience working independently or as part of a team, prioritizing tasks, and maintaining a high level of organization. Proficiency in Windows Environment, Windows network configurations, and MS Office (or equivalent) is also essential. A valid driver's license and good driving record are required due to the need to travel to various locations.

Estimated Salary: $55,000 - $65,000 per annum, depending on location and experience.

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