[Hiring] Helpdesk Technician I @TASL TaxAct Admin Services, LLC

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry. Taxwell is a leading digital tax filing platform formed in 2022 from the combination of Drake Software® and TaxAct®. These two longstanding organizations offer customers professional and do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. Taxwell brands are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Taxwell is an organization of forward thinkers looking to add industry experts to our growing team. The Helpdesk Technician I is responsible for providing frontline technical support to internal end users via phone and internal helpdesk portal, collaborating with other helpdesk technicians and systems administrators to diagnose and resolve a variety of technical issues. ESSENTIAL DUTIES & RESPONSIBILITIES: The primary responsibilities of this position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties, assignments and specific projects may be assigned at management discretion.   Uphold established security policies and protocols to protect the organization’s assets and resources. Provide exceptional frontline support to end users via phone and internal helpdesk portal with a positive, professional attitude. Gather information from end users to accurately diagnose and resolve common technical issues. Escalate complex or unresolved issues as appropriate in a timely manner. Work closely with other helpdesk technicians and systems administrators to research and diagnose technical issues; collaborate on various projects as assigned. Analyze reported issues to determine potential issue severity and scope; report to IT Helpdesk Manager and IT Systems Director as needed. Accurately document relevant details surrounding end user requests and issue resolution within support tickets submitted via internal helpdesk portal. Perform other related duties as assigned or requested. Work Schedule: During tax season (from January 1st through April 15th), work hours are Wednesday through Sunday, 8AM to 6PM (ET). During the off-season (from April 16th through December 31st), work hours are Monday through Friday, 8AM to 6PM (ET). ***Please note that this position requires after hours “on call” availability, including rotating evening/night and weekend shifts. Scheduling is subject to change based on business need. SKILL AND EDUCATIONAL REQUIREMENTS: 3+ years’ professional experience in IT, technical support or a related field or associate degree or higher in Information Technology/Information Systems or related field of study. Strong technical knowledge and understanding of computer systems, hardware and software. Critical thinking and troubleshooting skills to diagnose and resolve basic technical issues. Ability to work both independently and in a team environment. Time management skills to successfully manage individual workload without consistent oversight. Strong interpersonal skills to effectively collaborate with end users and collaborate with peers. Strong verbal and written communication skills to support positive and productive interactions with end users and peers. At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions. Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law. If you need assistance or accommodation due to a disability, you may contact us at [email protected] or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team. Taxwell is the leading digital tax filing platform formed from the combination of Drake Software® and TaxAct®. These two longstanding organizations offer customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. Taxwell brands are the trusted solution to make taxes easy for the most complex users. TaxAct offers income tax preparation software directly to consumers and tax professionals. The process of filing taxes is highly personal and can be extremely complex. At TaxAct we aim to help every customer accurately file their taxes while simultaneously identifying opportunities to improve their financial situation. Since 2000, TaxAct has helped file over 90 million returns through TaxAct consumer and professional software. We believe that everyone should be empowered to do their own taxes, have the proper resources to claim the money they deserve and receive support to make informative financial decisions. Drake Software has a long history providing top-tier professional tax preparation software. Since 1977, Drake has provided services to over 70,000 tax professionals nationwide that have filed over 40 million tax returns each year. Drake Software’s comprehensive products provide the tools and support tax professionals need to build their businesses. Drake products are designed to assist our customers efficiently prepare and e-file individual and business returns, so they can focus on serving their clients.

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