Work Station Support Associate

Job Description
The Onsite Technology Support - Technical Support Associateprovides 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.
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, 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
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.