Work Station Support Associate

Job Description
Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. As part of this strategy, we are consolidating several of our Operational functions into a single area focused on providing world-class operational support to our end users. This change is geared towards rethinking how we provide Operational support for the services under our responsibility. As a member or the Onsite Technical Support team, the Associate Workstation Technical Support Analyst will be responsible for providing support for the systems, services and tools utilized by Visa Inc.’s staff. The successful candidate will be a technically versed resource with excellent customer service skills.
The Associate Technical Support Analyst provides hardware and software support to our workstations (both physical and virtual), mobile wireless devices, voice &
video equipment, end user solutions like Office 365, and Endpoint security tools. The successful candidate will work with a dynamic and evolving global team charged with continuously improving the efficiency and effectiveness of support for our end user environment.
Essential Functions
Consistently provide an exceptional, pleasant and courteous service to all End Users
Provide 2nd level support for escalated workstation and mobile related issues and requests
Provide the day-to-day operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and escalating when appropriate.
Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly
Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
Interact with end users in person, via telephone, e-mail, IM/chat, and social tools, to provide technical support
Prioritize incidents and complaints to ensure all SLOs are meet
Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
Consult sr. technicians and utilize all technical resources to solve customer problems
Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues
Escalate hardware repairs to third party providers as needed
Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
Installation of workstation, telephony, and mobile hardware/software as required
Provision and prepare workstations using standard images
Setup and install new workstations, loaners and other workstation related equipment
Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed
Consult sr. technicians in creating knowledge articles to share with other agents/technicians on issues/problems and resolution
Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
Other duties and special projects as assigned