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Work Station Support Associate

4 months ago

Ashburn, United States Visa Full time
Job DescriptionJob DescriptionCompany Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Onsite Technology Support - Technical 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.

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.

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 exception 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 
  • 2-4 years of experience as a technician supporting over 300 users with the following: 
  • installation, configuration, and support of PC, Mac, mobile, and voice/video hardware/software 
  • 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.