Technical Support Associate I

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Resolves issues through multiple communication channels for support requests from end users to record and resolve reported incidents, service requests, and access requests within agreed service levels. Investigates and responds to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users.

What Part Will You Play?

• Manages incoming request queues for service via ITSM system. Responsible for timely resolution of issues and prioritization of work based on severity.
• Assists with maintaining the functionality and efficiency of computer and user objects in Active Directory. Unlocks team member accounts.
• Prepares desktops and laptops by imaging devices in preparation for deployment and tests them for proper operation. Ensures physical and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with application servers, print servers, etc. Sets-up and configures appropriate hardware and software for new team members.
• Responds to technical issues including (but not limited to); desktop / laptop hardware,peripheral equipment, Operating Systems and / or installed software and follows through to appropriate resolution. Begins to service issues related to mobile devices. Delivers replacement equipment.
• Update Asset Management systems with computer hardware and user details, as appropriate. To assist in procurement, technicians should also be able to effectively identify hardware part numbers and search / compare pricing options.
• All other duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

Preferred Qualifications

What Are Our Desired Skills and Capabilities?