Visa Usa Inc Technical Support Analyst Workstation Support End User Servi in Highlands Ranch, Colorado

Company Description Common Purpose, Uncommon Opportunity. Everyone at Visa works with onegoal in mind making sure that Visa is the best way to pay and be paid, foreveryone everywhere. This is our global vision and the common purpose thatunites the entire Visa team. As a global payments technology company, techis at the heart of what we do: Our VisaNet network processes over 13,000transactions per second for people and businesses around the world, enablingthem to use digital currency instead of cash and checks. We are also globaladvocates for financial inclusion, working with partners around the world tohelp those who lack access to financial services join the global economy. Visas sponsorships, including the Olympics and FIFA World Cup, celebrateteamwork, diversity, and excellence throughout the world. If you have apassion to make a difference in the lives of people around the world, Visaoffers an uncommon opportunity to build a strong, thriving career. Visa isfueled by our team of talented employees who continuously raise the bar ondelivering the convenience and security of digital currency to people all overthe world. Join our team and find out how Visa is everywhere you want to be. Job Description Technical Support Analyst Workstation Support (End User Services) Visa Corporate IT (CIT) group has embarked on a major transformationjourney. We are transforming ourselves into a true engineering organizationwhere we put customer experience and end user support first. As part of thisstrategy, we are consolidating several of our Operational functions into asingle area focused on providing world class operational support to our endusers. This change is geared towards rethinking how we provide Operationalsupport for the services we are responsible for. As a member or the End UserSystems Support team, the Workstation Technical Support Analyst will beresponsible for providing support for the systems, services and toolsutilized by Visa Inc s staff. The successful candidate will be a technicallyversed resource with excellent customer service skills. The Technical Support Analyst provides hardware and software support toour workstations (both physical and virtual), mobile wireless devices,voice & video equipment, end user solutions like Office 365, andEndpoint security tools. The successful candidate will work with a dynamic andevolving global team charged with continuously improving the efficiency andeffectiveness of support for our end user environment. Responsibilities Consistently provide an exceptional, pleasant and courteous service toall End Users Provide 2nd level support for escalated workstation and mobile relatedissues and requests Provide the day-to-day operational support for incidents,adds/moves/change for voice and video conferencing, and AV equipment andescalating to next level group when appropriate. Perform daily sweeps following defined procedures to ensure allconferencing equipment is functioning properly Effectively question end users to collect information and understand theissues they are experiencing, and perform diagnostic procedures to isolateand 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 Ticketingtool, Service Now Troubleshoot incidents and document resolution notes with root causeanalysis Utilize all technical resources to solve end user incidents Escalate or work in tangent with appropriate support specialists orsupport groups on unresolved issues Escalate hardware repairs to third party providers as needed Effectively communicate both verbally and in writing with management toexpress ideas in order to make informed decisions Installation of workstation, telephony, and mobilehardware/software as required Provisio