Sr. Associate, End User Support-1

Sr. Associate, End User Support-1

Country: United States of America

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make: The Sr. Associate, End User Support builds strong relationships and acts as a trusted advisor for technology solutions as well as providing ongoing training to increase awareness and adoption of technology. The incumbent has daily interactions with lines of business and technology staff, including executive management. • Acts as a trusted advisor for business and technology teams serving as a go-to for all technology related matters. • Engages technology product management to provide solutions for staff, product and service feedback, ensuring ongoing enhancements to the client's technology. • Responds and proactively addresses employees' technology questions regarding computer systems, telecommunication devices, and software programs. • Provides individual and group technology training sessions to staff. • Delivers best practices for new and existing hardware and software technology releases. • Utilizes existing IT management systems (ServiceNow, eRequest, Change Control, etc.) to manage the delivery of services. If necessary, coordinate resolution with vendors and ensure follow-up. • Performs ordering, installation, and maintenance of physical computers, thin clients, virtual machines and related hardware and software. Install and support desktop IP telephony and telecommunications equipment. Perform moves/adds/changes for all desktop and telephone hardware as needed. • Actively updates and maintains inventory management, request, incident, and purchasing systems. Ensure all systems are properly documented and updated with latest troubleshooting techniques. • Coordinates efforts with technology staff from other technology departments. Act as liaison between the staff and these various groups. Communicate technology changes and needs to all parties. • Stays apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. • Acts as a technology information resources for the staff and management. • Understands the evolving technology needs of the business units in the offices/floors of support. • Provides custom technology-based solutions for the office as needed. • Provides written training for staff on software/technology issues on a regular basis. What You Bring: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor's Degree or equivalent work experience: Computer Science/Software Engineering or equivalent field. - Required. 9+ Years Experience with client (PC) technologies and support services. - Required. • Advanced technical support/troubleshooting skills. • 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. Certifications: No Certifications listed for this job. It Would Be Nice For You To Have: Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

What Else You Need To Know:

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