End User Support Analyst, Specialist

The Vanguard Group • Malvern, PA

3d • Hybrid

About The Position

Vanguard is seeking an End User Support Analyst, Specialist to join their Tech Central Critical Tier Support team. This role involves providing comprehensive technical support, managing incidents, and contributing to process improvement. The ideal candidate will have a strong customer-centric approach, excellent troubleshooting skills, and the ability to work independently and collaboratively in a fast-paced environment. This position requires a commitment to long-term financial well-being for clients and a dedication to continuous learning and development.

Requirements

• Minimum of three years related work experience.
• At least one year of technical support experience.
• Undergraduate degree or equivalent combination of training and experience.
• Competency in baseline support responsibilities.
• Ability to provide onsite support core hours of 7 am-5 pm.
• Ability to provide off-hours (weekends/holidays) coverage for post-certification tasks related to critical tier infrastructure initiatives.
• Demonstrated ability to drive troubleshooting efforts of moderate to high complexity.
• Demonstrated ability to complete projects on time without continual supervision.
• Self-motivation, organization, and effective time management skills.
• Adaptability, resilience, and a proactive mindset in handling changing priorities, urgent situations, and high-pressure scenarios.

Nice To Haves

• Enthusiasm and thriving in a fast-paced environment.

Responsibilities

• Troubleshoot hardware and software issues.
• Resolve connectivity incidents.
• Provide timely resolution to user inquiries.
• Manage support hotline phone calls.
• Address walk-up user concerns.
• Accurately document issues.
• Escalate complex problems to the appropriate teams.
• Maintain a customer-centric approach and provide excellent customer service.
• Ensure incident ownership through solution delivery.
• Provide thorough and well-documented information in support tickets, including detailed descriptions of issues, troubleshooting steps taken, and solutions provided.
• Ensure documentation is clear, concise, and easily understandable by peers and Tier 2 support staff.
• Actively share team workload without prompting.
• Volunteer to assist with tasks and projects that align with the team's objectives and priorities.
• Provide onsite support during core hours of 7 am-5 pm.
• Provide off-hours (weekends/holidays) coverage for post-certification tasks related to critical tier infrastructure initiatives.
• Identify gaps in existing processes.
• Create comprehensive documentation that outlines improved procedures.
• Conduct knowledge sharing sessions to ensure peers are knowledgeable and proficient in new processes.
• Share best practices and encourage continuous learning within the team.
• Drive troubleshooting efforts of moderate to high complexity.
• Take ownership of issues.
• Conduct thorough root cause analysis.
• Employ systematic problem-solving techniques to ensure timely resolution.
• Complete projects on time without continual supervision.
• Proactively communicate progress, challenges, and risks to relevant stakeholders.
• Foster strong relationships based on trust, respect, and effective communication.

Benefits

• Hybrid working model
• Opportunities for learning and development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree