End User Support Analyst, Specialist

Vanguard•Scottsdale, AZ

22h

About The Position

The End User Support Analyst, Specialist provides onsite critical-tier technical support to users. The role handles hardware, software, and connectivity issues; supports users through the hotline and walk-up service; documents and resolves incidents; and escalates complex issues when necessary. The analyst maintains ownership of incidents through resolution and provides a customer-focused, professional experience. The position also drives troubleshooting for moderately to highly complex issues, performs root cause analysis, and contributes to process improvement through documentation and knowledge sharing. Analysts collaborate with teammates, complete projects independently and on time, communicate progress and risks to stakeholders, and adapt to changing priorities and urgent situations. Onsite support is required during core hours of 7 a.m. to 5 p.m., with off-hours weekend and holiday coverage for post-certification tasks related to critical-tier infrastructure initiatives. Vanguard's hybrid working model applies to the majority of crew members and is designed to support flexibility alongside in-person learning, collaboration, and connection. The posting does not specify whether this role is included in that majority.

Requirements

At least three years of related work experience, including at least one year of technical support experience.
Undergraduate degree or an equivalent combination of training and experience.
Competence in troubleshooting hardware, software, and connectivity issues.
Customer-service and incident-ownership skills.
Ability to document support issues, troubleshooting, and resolutions clearly and thoroughly.
Ability to manage workload collaboratively and proactively support colleagues.
Ability to troubleshoot moderately to highly complex issues and perform root cause analysis.
Ability to identify process gaps, create procedural documentation, and share knowledge with peers.
Ability to complete projects independently, manage time effectively, and communicate progress and risks.
Adaptability, resilience, and effectiveness in a fast-paced, high-pressure environment.
Ability to provide onsite support from 7 a.m. to 5 p.m. and cover off-hours weekends and holidays for specified post-certification tasks.
Vanguard is not offering visa sponsorship for this position.

Responsibilities

Troubleshoot hardware and software issues and resolve connectivity incidents and user inquiries.
Manage support hotline calls and walk-up user concerns, documenting issues and escalating complex problems to the appropriate teams.
Own incidents through solution delivery while providing excellent customer service.
Create clear, thorough support-ticket documentation covering issues, troubleshooting steps, and solutions for peers and Tier 2 support staff.
Share workload proactively and collaborate with colleagues on team tasks and projects.
Provide onsite support during core hours of 7 a.m. to 5 p.m., including off-hours weekend and holiday coverage for post-certification critical-tier infrastructure tasks.
Identify process gaps, document improved procedures, and conduct knowledge-sharing sessions with peers.
Share best practices and encourage continuous learning within the team.
Lead troubleshooting for moderately to highly complex issues, conduct root cause analysis, and apply systematic problem-solving techniques.
Complete projects on time without continual supervision and communicate progress, challenges, and risks to stakeholders.
Build strong relationships with peers and clients through professionalism, technical expertise, and effective communication.
Adapt to changing priorities, urgent situations, and high-pressure scenarios.