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Field Systems Techincian/Remote Support Techincian
JOHNSTOWN, PA (USA)
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Company: H&R Block Contact:
Post Date: 09/08/20 Phone:
Job Type: Part Time Fax:
Reference: PAcXwoS9gE Mailing Address:

What you'll do...

As a part-time, seasonal Field Systems Technician (FST), you'll provide technical PC, peripherals, and network support to multiple districts in accordance with the customer support center (CSC) and Market or Regional guidelines. You'll also serve as a liaison between business partners and Lead FST or Company Support Manager (CSM) to identify and resolve problems.

  • Coordinate the setup, shutdown, and support of PC hardware and software for H&R Block's field offices in compliance with instructions provided by CSC
  • Maintain, troubleshoot, and support field systems in company-owned field offices by phone and with on-site visits
  • Conduct troubleshooting in conjunction with Technical Center Support (TCS) associates and Lead Field Systems Technician/Company Support Manager, as necessary
  • 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 the Lead Field Systems Technician/Company Support Manager with special projects
  • High School diploma or equivalent
  • Experience with Windows Environment, Windows network configurations, and MS Office (or equivalent)
  • Demonstrated ability to set up, maintain, and troubleshoot computer hardware, networks and system
  • Demonstrated organization, prioritization, and project coordination skills
  • Demonstrated problem solving, decision-making, and analytical abilities>
  • Effective oral, written, and interpersonal communication skills
  • Demonstrated ability to work independently and as a team
  • Must be able to lift and transport to up 60 pounds
  • 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

About H&R Block...

We're here to live our purpose to provide help and inspire confidence in our clients and communities everywhere. We take our work personally, because we know what it represents: Families and homes. Livelihoods and lives.

We've been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we've grown to approximately 12,000 tax offices throughout the United States and around the world. When you join our team, you'll add to the momentum of a forward-thinking company one that defined an industry and is now leading its transformation.

It would be even better if you also had...

JOB SUMMARY

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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.

QUALIFICATIONS

Minimum Requirements

High School diploma or equivalent.

Experience with Windows Environment, Windows network configurations and MS Office (or

equivalent)

Demonstrated ability to set up, maintain, and troubleshoot computer hardware, networks and

systems.

Demonstrated organization, prioritization and project coordination skills.

Demonstrated problem solving, decision-making and analytical abilities.

Effective oral, written and interpersonal communication skills.

Demonstrated ability to work independently and as a team.

Must be able to lift and transport to up 60 pounds.

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.

Preferred Requirements

Computer networking certification A+, Net+.

One year networking experience

Two years experience working with Windows Environment.

One year troubleshooting, and network environment within an office experience

Experience troubleshooting POS systems and peripherals e.g. credit card and check readers.

What you'll bring to the team...

Education:

  • Bachelor's degree in a related field or the equivalent through a combination of education and related work experience.
Work Experience:
  • 2 years Minimum related work experience


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