Work Station Support Associate

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.