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.

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ACTIVE Network, a division of Global Payments, is seeking a Senior Helpdesk Support Associate to join our team!

This is a hybrid role.

As our Senior Helpdesk Support Associate, you will be 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.

• Manages incoming request queues for service via ITSM system. May have periods of increased ticket volume, but in general the level of complexity increases while quantity of tickets worked decreases. Should be able to resolve most issues working independently or collaboratively within an escalation team. May be assigned high priority or executive escalations and delegate tickets to lower level technicians. Responsible for timely resolution of issues and prioritization of work based on severity.
• Maintains the functionality and efficiency of computer and user objects in an active directory while maintaining correct Organizational Units (OU). Assists in the maintenance of Group Policy for Edge of Network Endpoints and Operating Systems. Unlocks team member accounts, as needed.
• Prepares desktops and laptops by imaging devices in preparation for deployment and tests them for proper operation, as needed. Creates and maintains image(s) for hardware set-up, as assigned. Ensures physical and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with application servers, mail servers, etc. Begins to troubleshoot complex connectivity issues.
• Responds to complex technical issues surrounding desktop/laptop hardware (e.g. responsible for scheduling and getting bad equipment fixed/replaced through the vendor) and Operating Systems and/or installed software (basic corruption + security vulnerabilities, etc) and follows through to appropriate resolution, while creating a repeatable process and eliminating repeat problems. Acts as tier 2 support for lower level specialists on hardware and software issues.
• Update Asset Management systems to reflect user hardware assignments, work within shipment / carrier accounts to print return labels and obtain tracking numbers for inventory shipments. Technicians should also have the ability to enter orders into the procurement system and obtain / refresh quotes from vendors when needed.
• Assists with projects by completing complex tasks and recommending options to project leader in order to meet goals. Occasionally leads projects.
• Assists with the design and implementation of robust and scalable solutions to establish and maintain desktop hardware and software. Helps design desktop support strategies that take into account office bound and remote user base using both manual procedures and desktop tools.
• Proposes, develops and communicates technical, systems and application standards and ensures compliance with existing standards.
• Supports testing and evaluation of new desktop packages and implements prototypes.
• All other duties as assigned.

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 4 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, Apple, and Android devices within an enterprise setting
• Knowledge and administration of Microsoft Active Directory

• Skills / Knowledge - As a skilled specialist, completes tasks in resourceful and effective ways.
• Job Complexity - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.
• Supervision - Proposes methods and procedures on new assignments. May be informal team leader.

About ACTIVE:

ACTIVE Network is on a mission to make the world a more active place by connecting people to the things they love, want and need to do. Our SaaS technology platform offers intelligent and intuitive registration, secure payment processing, insightful data and services to help organizers drive increased participation and revenue while streamlining administration. We also engage over 13M participants on behalf of over 27,000 organizers through our global marketplace for activities and events. The partnerships and data insights achieved through our diverse customer base fuel innovations and allow us to deliver best-in-class solutions. The markets we serve include: Race and Events, University Athletics and Programs, Camp and Classes, Swim Programs, YMCA Management, Park & Recreation Management, and more. Founded in 1999, ACTIVE Network is headquartered in Dallas, Texas, with offices throughout North America, Europe, and Asia. We are part of Global Payments Inc.(NYSE: GPN), which has been delivering innovative payment solutions for over 50 years. For more information, please visit .

At Global Payments our vision is to be "Champions of Inclusion." We are fully committed and focused on creating a better tomorrow in the communities in which we live and work. We aspire to ensure fair treatment, access, opportunity and advancement for all team members. We believe all team members should be able to bring their true, authentic selves to the workplace and feel accepted, engaged and understood.

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at:

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Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact .