Technical Support Specialist

Job Description

TECHNICAL SUPPORT SPECIALIST (Hybrid)

For over 60 years, H&R Block has prepared taxes for millions of Canadians annually. Headquartered in Calgary, Alberta, we serve taxpayers in more than 1,000+ offices, through our upload from home service, and online with our DIY tax software. Our dedicated team of Tax Experts use the latest in electronic processing and filing technology to prepare all types of returns, including personal, small business, corporate, farm, trucker, fishing, U.S., rental, and estate.

Becoming an H&R Block Associate is an opportunity to grow with the strongest brand in the tax preparation industry. We are looking for people who want to provide help and inspire confidence in our clients and communities. We know that the ability to deliver outstanding client service starts with having the best talent on our team, and if you want to be part of our success story then we want to hear from you!

The Opportunity:

Reporting to the Manager, IT Infrastructure, the Technical Support Specialist will provide technical support and assistance to end-users for computer hardware, software, and network related issues. They will be responsible for troubleshooting and resolving complex technical problems, managing desktop deployments and upgrades, and ensuring the smooth operation of desktop systems across the organization. This position is based in Calgary and offers a hybrid work schedule, with 3 days per week in-office.

Key Areas of Responsibility:

• Provide advanced technical support and troubleshooting for desktop hardware, software, and network related issues.
• Install, configure, and maintain desktop operating systems, software applications, productivity tools and peripherals.
• Manage desktop deployments, upgrades, and patching to ensure system reliability and security.
• Support implementation and maintenance of security tools and processes to end-user devices.
• Collaborate with other IT teams to diagnose and resolve complex technical issues.
• Document technical solutions, procedures, and guidelines for future reference.
• Perform regular system monitoring, maintenance, and proactive optimization.
• Support maintenance of operational data for IT Assets Management, Asset Lifecycle, budgeting, and procurement.
• Support provision of "white glove" services for Executive Leadership Team.
• Stay up to date with emerging technologies and trends in desktop support and make recommendations to improve user experience.

Key Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 5 years of experience in technical support or related IT roles.
• Strong knowledge of desktop operating systems, including Windows and macOS.
• Proficient in troubleshooting hardware, software, and network connectivity issues.
• Experience with remote support tools and ticketing systems.
• Knowledge of Active Directory, Azure Active Directory, Group Policy, and other directory services.
• Knowledge of Microsoft Teams Collaboration tools and Teams Room support.
• Knowledge of Intune/SCCM experience.
• Familiarity with ITIL best practices for incident, service request, change and problem management.
• Professional certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar, are a plus.
• French/English bilingual fluency would be a strong asset
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a team environment.
• Ability to prioritize conflicting demands.

Do you have a passion for Technical Support, along with the skills and qualifications required for this GREAT opportunity?

If so, we invite you to send your resume to , including the position title in the subject line.

We encourage all interested individuals to apply. Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer. Proof of legal authorization to work in Canada will be required as part of the recruitment process. Only those candidates selected for an interview will be contacted.

H&R Block fosters a workplace in which individual differences are recognized, appreciated, and respected. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.