Tech Support Analyst - Windows 10 Workstation Support REF4631R

  • Washington, DC
  • Full-time

Company Description

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Job Description

This individual will be responsible for day to day desk side support, maintenance, and troubleshooting of the computer, network and mobile assets in our Washington DC office. The individual is also expected to provide support for AV and content management system for the office Briefing Center. This person will often be among clients in the briefing center and will be responsible for setting up conference calls, WebEx meetings, etc.This person is generally the first point of contact for all AV, technical support and requirements for the briefing center and the general office. Other responsibilities include but are not limited to the following:

  • Provide 2nd level support on escalated workstation, telephony, and mobile related issues and requests
  • Responsible for all maintenance and troubleshooting of all AV and technology in the Briefing Center
  • Ensure the briefing center meets expectations with regard to appearance, cleanliness, organization, functionality and overall quality experience
  • Assist with Briefing Centers Demo Studio and Innovation Center improvements and upgrades
  • Effectively questions user to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
  • Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support
  • Prioritize incidents and complaints to assure all SLOs are meet
  • 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
  • Maintains call records/logs and resolution detail utilizing case management solution, Service-Now
  • Able to 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
  • Provisions and prepares 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
  • Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution
  • Coordinate and execute workstation relocation requests
  • Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
  • Technical support for Board of Directors meetings and other executive engagement


  • Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
  • Support and troubleshooting of Windows 10, Windows 7, MS Office 2016/2013 suite and Outlook, OSX Sierra, IOS, Android
  • Networking connectivity knowledge and troubleshooting
  • Installation, configuration, and support of local and LAN printers
  • Must have AV experience, maintenance and troubleshooting
  • Ability to support and interact with VIPs, Executives and Company leaders
  • Demonstrated ability to work in a fast-paced work environment; sometimes under pressure
  • 4-6-year experience as technician supporting over 300 users

Additional Information

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