Senior Specialist, End User Support

Company: Santander Holdings USA Inc
Location: Scottsdale
Posted on: November 17, 2020

Job Description:

Description

Job Family: Information Technology

Designs, analyzes and supports the company''s information technology structure, systems and processes. Acquires, designs, implements and operates the company''s information technology resources (e.g., computer hardware, operating systems, communications, software applications, data, databases, etc.). Deploys, acquires, maintains and ensures security of information technology assets. Plans and tests processes to ensure compliance with system requirements, business objectives, security standards and other technical requirements.

Job Function: End User Support

Provides technical support to internal users of technology products in support of providing service to internal or external end-user clients of technology solutions. Supports staff triage issues, executes standard operating procedures, manages work and communicates the status of issues. Takes end user calls and requests and responds by diagnosing and resolving problems that fall within defined guidelines. Provides desktop support to the field by identifying, tracking, troubleshooting and resolving requests. Escalates more complex problems to technical support teams for other domains.

Summary of Responsibilities:

The Sr. Specialist, End User Support provides a single point of contact for clients to receive support and maintenance for the desktop computing environment, S/he delivers support to end users about how to use various software programs efficiently and effectively in fulfilling business objectives and ensures proper computer operation so that end users can accomplish business tasks.

Essential Functions:

Functions as the main contact person for technical support and troubleshooting.

Provides both desk-side and remote support to end-users.

Manages the distribution and maintenance of mobile devices such as smart phones and tablets, to include operating system and application updates, as well as mobile device management on these devices.

Administers VOIP phones and voicemail.

Manages software to include downloads and licenses.

Procures miscellaneous IT items such as memory, printers, cables, monitors, etc.

Responsible for ensuring that the endpoint encryption process is implemented for all applicable endpoints.

Posts technical articles to assist associate populace (e.g., ''Tips and Tricks'')

Responsible for the setup and configuration of multi-function and network printers.

Interacts with vendors for troubleshooting, maintenance contracts, and new services. Ensures that warranty terms are tracked for endpoint maintenance.

Other Functions:

Other duties as assigned.

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Requirements:

Education -Bachelor''s Degree: in Computer Science/Software Engineering or equivalent field.

or equivalent work experience

Experience -3-5 years Experience with client (PC) technologies and support services.

Skills & Abilities - Experience with IT helpdesk ticketing software

Experience pulling cables and installing PC''s

Understands general end-user support methodologies (i.e. ITIL framework)

Excellent communication skills

Possess a strong customer service focus with a genuine desire to assist

Ability to work independently

Methodical and disciplined approach to problem solving

Ability to communicate technical information to non-technical audiences

Ability to work with others in researching and resolving problems

Ability to manage multiple tasks concurrently and prioritize tasks and end-user support tickets

Ability to remain calm in an occasionally high-pressure environment

Licenses & Certifications - Certifications: CompTIA A+, Microsoft Certified Professional (Certified IT Professional or Certified Systems Administrator), ITIL Foundations v3

Working Conditions:

Frequently: Minimal physical effort such as sitting, standing, and walking.

Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.

Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employers Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Employees desiring consideration should complete an online application, utilizing the appropriate process as subscribed by the posting entity. Employees should provide all pertinent information to support their candidacy.

To be considered eligible for internal posting, Santander employees must meet all of the following eligibility requirements:

Completion of at least one year of active service in Santander

Completion of at least twelve months in current position

Be in ''Good Standing''

Please click here to see the full policy- https://tbcdn.talentbrew.com/company/1771/internal_v2_0/img/eligibility.pdf

by Jobble

Keywords: Santander Holdings USA Inc, Scottsdale , Senior Specialist, End User Support, Other , Scottsdale, Arizona