What you'll do...

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

• 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.

What you'll bring to the team...

Education :

High school diploma or equivalent

Work Experience :

• 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.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive.

Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

• Qualifying associates can enroll themselves and / or their eligible dependents in medical and prescription drug coverage;
• can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program;

are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range Minimum

15.87

Pay Range Maximum

24.04

Last updated : 2024-05-20