Workstation Support Associate (IT Support)

Visa is a global payments technology company focused on digital currency and financial inclusion. The Visa Corporate IT (CTS) group is transforming into an engineering organization prioritizing customer experience and end user support. The role is part of the End User Systems Support team providing hardware and software support for workstations, mobile devices, voice & video equipment, Office 365, and endpoint security tools.

• Strong experience in providing exceptional customer service
• Minimum of 6 months relevant work experience or a bachelor's degree
• Support and troubleshoot Windows 11, M365 suite, OSX (current and prior release), iOS, and Android
• Intermediate networking connectivity knowledge and troubleshooting
• Intermediate experience in installation, configuration, and support of local and LAN printers
• AV triage and support for live events

Preferred Qualifications:

• 2-4 years experience supporting over 300 users with installation, configuration, and support of PC, Mac, mobile, and voice/video hardware/software
• Hands-on support for voice, video, and unified communications including phone assignment and meeting scheduling
• Excellent interpersonal skills with ability to communicate effectively with users and technical teams
• Ability to support and explain technical concepts to users at various technical levels
• Effective problem solving with issue isolation and resolution to minimize downtime
• Ability to read and understand technical manuals, procedures, and OEM guides
• Ability to schedule and prioritize tasks
• Ability to learn new technologies and procedures quickly

Other Required Characteristics:

• Results-oriented and self-motivated
• People-oriented and team player
• Proactive mindset
• Strong interpersonal abilities projecting credibility and integrity
• Flexible with hours
• Goal seeker
• Ability to multitask
• Inquisitive, creative, and detail oriented

• Provide 2nd level support for escalated workstation and mobile related issues and requests
• Provide day-to-day operational support for incidents, adds/moves/changes for voice and video conferencing, and AV equipment, escalating when appropriate
• Perform daily sweeps to ensure all conferencing equipment is functioning properly
• Question end users to collect information and perform diagnostic procedures to isolate and resolve issues
• Interact with end users in person, via telephone, e-mail, and IM/chat to provide technical support
• Prioritize incidents and complaints to meet all SLA's
• Maintain incident records and resolution details using ITSM Ticketing tool, Service Now
• Consult Senior Technicians and utilize technical resources to solve customer problems
• Escalate or work with appropriate support specialists on unresolved issues
• Escalate hardware repairs to third party providers as needed
• Communicate verbally and in writing with management to express ideas for informed decisions
• Install workstation, telephony, and mobile hardware/software as required
• Provision and prepare workstations using standard images
• Setup and install new workstations, loaners, and related equipment
• Maintain 100% accuracy/control in the asset database of deployed assets
• Consult Senior Technicians in creating knowledge articles for issue resolution
• Collaborate with other support groups such as network operations for incident resolution or maintenance
• Perform other duties and special projects as assigned

This position requires availability during core business hours. The work will be performed in an office setting with physical requirements including sitting and standing at a desk, communicating in person and by telephone, operating standard office equipment, reaching with hands and arms, and bending or lifting up to 25 pounds. Visa is an equal opportunity employer and considers qualified applicants with criminal histories in accordance with EEOC guidelines and local law.