11 Apr
FT Help Desk/Field Systems Tech
Michigan, Wyoming , 49509 Wyoming USA

Vacancy expired!

What you'll do- Provides a combination of on-site and phone/chat PC technical support for retail tax offices nationwide, enabling end users to operate efficiently and effectively.- Utilizes CRM software, knowledge base, and dispatch software 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
  • 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 Franchise 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.

It would be even better if you also had- Experience performing customer service or technical support in a call center or fast-paced HelpDesk environment.

What you'll bring to the teamEducation:
  • High school diploma or equivalent
Work Experience:
  • Experience with Windows Environment, Windows network configurations and Microsoft Office 365.
  • Reliable 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.
  • Outstanding 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.
  • Demonstrated ability to work in a fast-paced support environment.
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