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
Functions as the main contact person for technical support and
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
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 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.
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
Experience pulling cables and installing PC''s
Understands general end-user support methodologies (i.e. ITIL
Excellent communication skills
Possess a strong customer service focus with a genuine desire to
Ability to work independently
Methodical and disciplined approach to problem solving
Ability to communicate technical information to non-technical
Ability to work with others in researching and resolving
Ability to manage multiple tasks concurrently and prioritize
tasks and end-user support tickets
Ability to remain calm in an occasionally high-pressure
Licenses & Certifications - Certifications: CompTIA A+,
Microsoft Certified Professional (Certified IT Professional or
Certified Systems Administrator), ITIL Foundations v3
Frequently: Minimal physical effort such as sitting, standing,
Occasional moving and lifting of equipment and furniture is
required to support onsite and offsite meeting setup and
Physically capable of lifting up to fifty pounds, able to bend,
kneel, climb ladders.
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
Completion of at least one year of active service in
Completion of at least twelve months in current position
Be in ''Good Standing''
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