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. Utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents. Effectively open and work support requests and escalates to the appropriate people/team as necessary. Effectively communicate and assist 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 CSCMaintain, troubleshoot, and support field systems in company-owned field offices by phone, chat and on-site visitsHelp troubleshoot/support FR offices by phone and chatMaintain an inventory of district resources. Maintain hot spare tracking and control for computer equipment in the districtEnsure essential communication with Business Partners and Lead Field Systems Technician/Company Support Manager on support issues and needsMaintain network and telephone systems in company officesDocument hardware problems and their resolution within the ticketing systemAssist with special projects, as neededRemote into and/ or control desktops to resolve technical issuesFollow established processes and procedures to work cases and handle inquiries to resolve office and associate issuesMaintain a technical working knowledge of product or products supported by the departmentHandle Field contacts while ensuring quality measurement procedures, and work instructions are maintained within policy guidelinesPerform other duties as assigned