Workstation Support Associate

Visa•Austin, TX

1d•$59,900 - $93,000•Hybrid

About The Position

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). 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.

Requirements

Bachelor's degree, OR 3+ years of relevant work experience
2–3 years of experience as a technician supporting 300+ users in an enterprise environment.
Scripting/coding fundamentals (e.g., PowerShell, Bash, or Python) to automate routine support tasks and contribute to automation/agentic AI initiatives.
Strong experience providing exceptional customer service.
Experience supporting and troubleshooting Windows OS, Microsoft 365 suite, and Mac OS (current release and prior release); plus iOS and Android basics.
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.
Familiarity with ITIL concepts and ServiceNow (or similar ITSM tools) is a plus.

Responsibilities

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.