Associate - End User Support

Santander

About The Position

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. If you are interested in exploring the possibilities We Want to Talk to You! The Associate, End User Support is the first line of help when customers encounter problems or defects with products and programs. S/he answer telephone inquiries, respond to emails and perform in-person support sessions. Provides day-to-day technical support while building strong relationships with business and technology teams. This role supports the delivery, maintenance, and adoption of end-user technology solutions, while developing expertise in troubleshooting, user support, and service delivery.

Requirements

Bachelor's Degree or equivalent work experience: Computer Science/Software Engineering or equivalent field. - Required.
5+ Years Experience with client (PC) technologies and support services. - Required.
Experience with IT helpdesk ticketing software.
Ability to work independently.
Ability to communicate technical information to non-technical audiences.
Methodical and disciplined approach to problem solving.
Possess a strong customer service focus with a genuine desire to assist.
Strong knowledge of Windows OS support and troubleshooting
Strong communication and interpersonal skills
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.
CompTIA A+ or similar certification preferred

Nice To Haves

Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
Experience in Microsoft Office products.
Trading floor support experience is a plus
Exposure to SCCM administration is a plus

Responsibilities

Provides technical, operations, and training support to users of network installation, either by telephone or on site relative to micro hardware and software packages
Performs hardware diagnostics and coordinates repairs.
Serve as a technology resource for staff by providing timely support and guidance on hardware, software, and enterprise tools.
Support business and technology teams by addressing technology-related requests and escalating complex issues when needed.
Coordinate with internal technology teams to resolve incidents and fulfill service requests; communicate updates to stakeholders.
Partner with technology teams to gather feedback and help improve end-user experience and services.
Perform installation, configuration, and maintenance of desktops, laptops, thin clients, virtual machines, and related equipment.
Execute moves, adds, and changes (MAC) for desktop and telephony hardware.
Create and maintain user documentation and how-to guides for common technology issues.
Deliver individual and small group training sessions on standard tools and technologies.
Respond to and resolve user inquiries related to systems, devices, and applications in a timely manner.
Utilize IT service management tools (e.g., ServiceNow) to track and manage work; follow established processes and escalate when necessary.