Technical Support Associate - Workstation Support

Job description

About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. Job Description Visa Corporate IT (CIT) group has embarked on a major transformation journey—building an engineering-first operating model that puts customer experience and end user support at the center. As part of this strategy, we are consolidating operational functions into a single area focused on providing world-class operational support to our end users. As a member of the Onsite Technical Support team, the Technical Support Associate – Workstation Support is responsible for delivering exceptional onsite technical support for Visa staff. This role supports workstation and endpoint platforms (Windows and Mac OS), mobile devices, collaboration and conferencing technology, and core productivity tools such as Microsoft 365. This is an Individual Contributor (I4) role for a technically strong, customer-obsessed support professional who can balance hands-on troubleshooting with proactive service improvements—identifying issues before they occur, driving root cause resolution, and improving reliability (not just processing tickets). Key Focus Areas: The ideal candidate should be passionate about: Exceptional customer service and clear communication — listening, empathizing, and building trust with end users. Proactive and predictive support — performing health checks and validations to identify and remediate issues before they impact users. Root cause mindset — isolating recurring issues, identifying true root cause, and partnering with the right teams to eliminate repeat incidents. Elimination of issues through automation and agentic AI — applying scripting/coding fundamentals and reusable agentic workflows to remove recurring issues, enable self-healing where appropriate, and reduce ticket volume. Reliable collaboration technology — conference room validation and hands-on support to ensure consistent, dependable meeting experiences. Strong endpoint fundamentals — Windows and Mac OS troubleshooting, device lifecycle support, and secure, compliant endpoint operations. Continuous improvement — contributing ideas, documenting solutions, and sharing knowledge to improve team effectiveness. How You Will Succeed (Visa Leadership Principles – Individual Contributor Behaviors): Act like an Owner: take swift action when problems arise, follow through to closure, and proactively implement improvements without being asked. Listen and Learn from Customers: empathize with end users, learn their pain points, and use that information to remove barriers and improve experience. Deliver Seamlessly & Decide Quickly: gain role clarity, act with urgency, and communicate status and risks early; escalate appropriately when needed. Learn from Our Mistakes: take accountability, capture learnings, and update processes/knowledge to prevent recurrence. Enable Each Other to Succeed & Encourage Constructive Debate: collaborate across teams, share ideas transparently, and contribute to better solutions. Key Responsibilities: Consistently provide an exceptional, pleasant, and courteous service to all end users (in person, phone, email, IM/chat). Provide 2nd-level support for escalated workstation, endpoint, and mobile incidents/requests; own issues through resolution. Support Windows OS, Microsoft 365, and Mac OS (current and prior releases), including standard applications, peripherals, and security tooling. Perform effective diagnostics to isolate issues; identify root cause where possible and drive durable fixes (not temporary workarounds). Proactively identify and reduce repeat issues by analyzing patterns/trends, documenting solutions, and partnering with engineering/operations teams to eliminate underlying causes. Participate in continuous improvement initiatives (automation/self-service/shift-left) that improve reliability, reduce ticket volume, and enhance employee experience, including eliminating recurring issues through automation aligned to the required: Scripting/coding fundamentals (e.g., PowerShell, Bash, or Python) to automate routine support tasks and contribute to automation/agentic AI initiatives. Create, test, and maintain small scripts/automations (e.g., PowerShell, Bash, or Python) and contribute reusable runbook/KB updates that enable self-service and support future agentic workflows. Maintain accurate incident records and resolution details in the ITSM tool (ServiceNow); ensure documentation supports repeatability and knowledge reuse. Perform daily/regular conference room technology validation sweeps following defined procedures; confirm conferencing, audio/video, displays, and peripherals function reliably. Provide day-to-day operational support for voice, video conferencing, and AV equipment (adds/moves/changes); escalate to specialist groups when appropriate. Support meeting room incidents quickly to restore service; coordinate with vendors/Facilities/AV partners for repairs or replacements when needed. Provision, prepare, and deploy workstations using standard images; set up new workstations, loaners, and related equipment. Install/configure/support local and LAN printers; troubleshoot connectivity and driver issues. Maintain 100% accuracy/control in the asset database for deployed assets; record and update changes promptly. Create and contribute to knowledge articles (KBs), SOPs, and runbooks; share learnings with peers to improve the team’s collective capability. Work closely with other support groups (e.g., network operations, endpoint engineering, security) to resolve incidents and support maintenance activities. Other duties and special projects as assigned. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications Basic Qualifications: Minimum of 6 months of relevant work experience or a Bachelor’s Degree. Experience supporting and troubleshooting Windows OS, Microsoft 365 suite, and Mac OS (current release and prior release); plus iOS and Android basics. Preferred Qualifications: 2–4 years of experience as a technician supporting 300+ users in an enterprise environment. Strong experience providing exceptional customer service. Scripting/coding fundamentals (e.g., PowerShell, Bash, or Python) to automate routine support tasks and contribute to automation/agentic AI initiatives. Intermediate networking connectivity knowledge and troubleshooting. Intermediate experience in installation, configuration, and support of local and LAN printers. Demonstrated experience using scripting/automation and AI-assisted (agentic) approaches to reduce or eliminate recurring support work (e.g., building/maintaining small automations, contributing reusable workflows/runbooks, and leveraging Copilot/GenAI-style tools to drive self-healing and demand reduction). Hands-on experience with PC/Mac hardware, peripherals, mobile devices, and collaboration/voice/video technologies. Experience supporting conference rooms and AV/conferencing endpoints (validation, troubleshooting, and rapid restoration). Proven ability to perform issue isolation and resolution to minimize downtime, including documenting root cause and recommended preventive actions. Excellent interpersonal skills with the ability to explain technical concepts to users with varying levels of proficiency. Strong problem-solving skills: assess, analyze, research, and provide viable alternatives. Ability to schedule, prioritize, and adapt quickly to changing priorities; self-motivated with sound independent judgment. Familiarity with ITIL concepts and ServiceNow (or similar ITSM tools) is a plus. 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.