Job DescriptionVisa 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 we are responsible for. As a member or the End User Systems 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 FunctionsConsistently 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 to next level group 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 assure all SLOs are meet Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now Troubleshoot incidents and document resolution notes with root cause analysis Utilize all technical resources to solve end user incidents 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, including Hardware InstallationProvision and prepare workstations using standard images Setup and install new workstations, loaners and other workstation related equipment.Hardware Installation (Data Center Hardware) - Rack/Stack/Cabling, Powering up, Nlyte, Airflow ManagementHardware Decommissioning (Data Center Hardware)following defined guidelines.End User Computer Hardware Decommissioning following defined guidelines.Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed. This includes End User Computer Hardware and Data Center Hardware.  Communicate and provide knowledge transfer to other 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 Basic QualificationsStrong experience in providing exceptional customer service2 years of relevant work experience with a Bachelor’s Degree or an Advanced DegreeIntermediate level Networking connectivity knowledge and troubleshootingIntermediate level experience in Installation, configuration, and support of local and LAN printersPreferred QualificationsProven track record in delivering customer service excellence4-6 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/softwarehands-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.supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), iOS, AndroidExcellent interpersonal skills:Active listening to end user needs, issues, complaintsAbility to communicate effectively with wide variety of users, and technical teamsAbility to support, and explain technical concepts to users at various levels of technical proficiencyEffectively manage difficult or volatile situationsEffective collaboration with peers and other groupsEmpathetic and patientEffective problem solving:Ability to effectively perform issue isolation and resolution in order to minimize downtimeAbility to assess, analyze and research technical situations and provide viable alternativesAble to read and understand technical manuals, procedures, and OEM guidesAbility to schedule and prioritize Ability to learn new technologies and procedures quickly