Technical Support Associate Iv

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**:
**What Part Will You Play?**:

- Manages incoming request queues for service via ITSM system. Able to resolve most complex issues independently or lead workaround solutions if escalation teams are unavailable. Delegates tickets to lower level technicians. Responsible for timely resolution of issues and prioritization of work based on severity.
- Evaluates, develops, implements, and maintains the functionality and efficiency of computer and user objects in an active directory. Advances Group Policy for Edge of Network Endpoints and Operating Systems by recommending additions and changes to the policy for review and approval.
- Responds to highly complex technical issues surrounding desktop/laptop hardware and Microsoft Operating Systems and/or installed software (e.g. troubleshoots and fixes vulnerabilities identified by information security, software vendors or operations risk assurance) and follows through to appropriate resolution, while creating a repeatable process and eliminating repeat problems. Services issues related to mobile devices and the MAC operating system. Oversees the encryption software deployed on laptops and applicable company equipment.
- Empowered to create and update processes related to Asset Management. Also able to lead or assist in projects relying on inventory data. Ability to do comparative analysis with multiple vendor quotes in order to provide a recommendation to leadership on major purchases.
- Ensures all daily operations are performed, and leads projects and prioritizes duties to ensure deadlines are met. Assists with escalations and reports back the cause and solution to the issue.
- Designs and implements robust and scalable solutions to establish and maintain desktop hardware and software. Identifies, evaluates and recommends new products, technologies, roadmaps, and strategies. Designs desktop support strategies that take into account office-bound and remote user base using both manual procedures and desktop tools.
- Tests and evaluates new desktop packages and implements prototypes. Prepares reports regarding new technology to communicate to management.
- Ensures all daily operations are performed, and leads projects and prioritizes duties to ensure deadlines are met. Assists with escalations and reports back the cause and solution to the issue.
- All other duties as assigned.

**What Are We Looking For in This Role?**:
**Minimum Qualifications**
- High School Diploma or Equivalent
- Typically Minimum 6+ Years Relevant Exp
- Proven team player with outstanding interpersonal and communication (written & oral) skills
- Experience of cross functional working and cultural sensitivity
- Demonstrated experience supporting end user Windows, Chrome, and Apple devices within an enterprise setting
- Knowledge and administration of Microsoft Active Directory

**Preferred Qualifications**

**What Are Our Desired Skills and Capabilities?**:

- Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner.
- Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments.
- Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.