Sr. Specialist, End User Support

Sr. Specialist, End User SupportDallas, United States of America

WHAT YOU WILL BE DOING

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.

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.

Responsibilities:

• 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.

Qualifications: 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.

Education: Bachelor's Degree or equivalent work experience

Work Experience: 3+ years experience with client (PC) technologies and support services.

Skills and 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

Diversity & EEO Statements: 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.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting 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.

Employer Rights: Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may 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 at any time for any reason.

Bachelor of Science (BS) English

Primary Location: Dallas, TX, Dallas

Other Locations: Texas-Dallas,Florida-Odessa

Organization: Santander Consumer USA Inc.

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO