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Work Station Support Associate

3 months ago

Highlands Ranch, Colorado, United States Visa Full time

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 Work Station Support Associate 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 Work Station Support Associate 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

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.
Qualifications:
Qualifications

Basic Qualifications

Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications
2 or more years of work experience
Strong experience in providing exceptional customer service
Supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), IOS, Android
Intermediate level Networking connectivity knowledge and troubleshooting
Intermediate level experience in Installation, configuration, and support of local and LAN printers
2-4 years of experience as a technician supporting over 300 users with the following:
installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
hands-on support for all operational aspects of voice, video and unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc Proven track record in delivering customer service excellence

Excellent interpersonal skills:
Ability to communicate effectively with wide variety of users, and technical teams
Ability to support, and explain technical concepts to users at various levels of technical proficiency
Effectively manage difficult or volatile situations

Effective problem solving:
Ability to effectively perform issue isolation and resolution in order to minimize downtime
Ability to assess, analyze and research technical situations and provide viable alternatives

Able to read and understand technical manuals, procedures, and OEM guides
Ability to schedule and prioritize
Ability to learn new technologies and procedures quickly

Additional Information
** Work Hours:** Varies upon the needs of the department.

** Travel Requirements:** This position requires travel 5-10% of the time.

** Mental/Physical Requirements:** This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 60,700.00 to 85,750.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.