Workstation Support Associate

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 a 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).

• 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.

• 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., Power Shell, Bash, or Python) to automate routine support tasks and contribute to automation/agentic AI initiatives.
• Create, test, and maintain small scripts/automations (e.g., Power Shell, 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 (Service Now); 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); upscale 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…