What are the responsibilities and job description for the Field Support Tech IFA - S position at H&R Block?
In this role, you will provide 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. In addition, you will utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents.
This is a hybrid position: 3/4 days on-site within the Greater Louisville area, and the remaining days remote.
Day to Day, You'll...
This is a hybrid position: 3/4 days on-site within the Greater Louisville area, and the remaining days remote.
Day to Day, You'll...
- 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.
- Perform other duties as assigned.
