End User Support Analyst, Specialist

Vanguard • Malvern, PA

5d • Hybrid

About The Position

This role is for a Critical Tier Support position within Tech Central. The analyst will be responsible for baseline support duties, including troubleshooting hardware and software, resolving connectivity issues, and responding to user inquiries. A key aspect of the role involves managing the support hotline, addressing walk-up concerns, documenting issues, and escalating complex problems. The position requires a customer-centric approach with a strong focus on incident ownership and delivering solutions. Thorough documentation of issues, troubleshooting steps, and solutions in support tickets is essential. The analyst will actively participate in sharing the team's workload, assisting colleagues, and contributing to team objectives. This role also involves providing onsite support during core hours (7 am-5 pm) and off-hours coverage for critical infrastructure initiatives. A significant responsibility includes identifying process gaps, creating documentation for improved procedures, and conducting knowledge sharing sessions. The analyst must be adept at driving troubleshooting efforts of moderate to high complexity, performing root cause analysis, and utilizing systematic problem-solving techniques. The ability to complete projects independently, manage time effectively, and communicate progress and challenges proactively is crucial. Garnering positive feedback from peers and clients through exceptional service, technical expertise, and professionalism is expected. The role requires enthusiasm, adaptability, resilience, and a proactive mindset in a fast-paced environment with changing priorities and high-pressure situations.

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, including troubleshooting hardware and software issues, resolving connectivity incidents, and providing timely resolution to user inquiries.
• Ability to efficiently manage support hotline phone calls and addressing walk-up user concerns, accurately documenting issues, and escalating complex problems to the appropriate teams when necessary.
• Ability to maintain a customer-centric approach and provide excellent customer service throughout entire interaction with diligent focus on incident ownership through solution delivery.
• Ability to provide thorough and well-documented information in support tickets, including detailed descriptions of issues, troubleshooting steps taken, and solutions provided.
• Ability to ensure documentation is clear, concise, and easily understandable by peers and Tier 2 support staff.
• Ability to actively share team workload without prompting, demonstrating a collaborative mindset and willingness to support colleagues.
• Ability to volunteer to assist with tasks and projects that align with the team's objectives and priorities.
• Ability to provide onsite support core hours of 7 am-5 pm, including off-hours (weekends/holidays) coverage for post-certification tasks related to critical tier infrastructure initiatives.
• Skilled in identifying gaps in existing processes, create comprehensive documentation that outline the improved procedures, and conduct knowledge sharing sessions to ensure peers are knowledgeable and proficient in the new processes.
• Willingness to share best practices and encourage continuous learning within the team.
• Demonstrate the ability to drive troubleshooting efforts of moderate to high complexity, taking ownership of issues, conducting thorough root cause analysis, and employing systematic problem-solving techniques to ensure timely resolution.
• Exhibit the ability to complete projects on time without continual supervision, showing self-motivation, organization, and effective time management skills.
• Ability to proactively communicate progress, challenges, and risks to relevant stakeholders.
• Ability to garner positive feedback from peers and clients, reflecting exceptional customer service, technical expertise, and professionalism.
• Ability to foster strong relationships based on trust, respect, and effective communication.
• Exhibit enthusiasm and thrive in a fast-paced environment.
• Demonstrate adaptability, resilience, and a proactive mindset in handling changing priorities, urgent situations, and high-pressure scenarios.

Responsibilities

• Troubleshoot hardware and software issues.
• Resolve connectivity incidents.
• Provide timely resolution to user inquiries.
• Manage support hotline phone calls and address walk-up user concerns.
• Accurately document issues and escalate complex problems.
• Maintain a customer-centric approach and provide excellent customer service.
• Ensure diligent focus on 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, demonstrating a collaborative mindset and willingness to support colleagues.
• Volunteer to assist with tasks and projects that align with the team's objectives and priorities.
• Provide onsite support core hours of 7 am-5 pm, including off-hours (weekends/holidays) coverage for post-certification tasks related to critical tier infrastructure initiatives.
• Identify gaps in existing processes, create comprehensive documentation that outline the improved procedures, and conduct knowledge sharing sessions.
• Drive troubleshooting efforts of moderate to high complexity, taking ownership of issues, conducting thorough root cause analysis, and employing systematic problem-solving techniques.
• Complete projects on time without continual supervision, showing self-motivation, organization, and effective time management skills.
• Proactively communicate progress, challenges, and risks to relevant stakeholders.
• Garner positive feedback from peers and clients, reflecting exceptional customer service, technical expertise, and professionalism.
• Foster strong relationships based on trust, respect, and effective communication.
• Exhibit enthusiasm and thrive in a fast-paced environment.
• Demonstrate adaptability, resilience, and a proactive mindset in handling changing priorities, urgent situations, and high-pressure scenarios.

What This Job Offers

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