End User Support Analyst, Specialist
About The Position
The End User Support Analyst, Specialist provides Tech Central Critical Tier support, troubleshooting hardware and software issues, resolving connectivity incidents, and responding to user inquiries. The role handles hotline calls and walk-up concerns, documents incidents thoroughly, owns issues through resolution, and escalates complex problems to appropriate teams when needed. The analyst drives moderately to highly complex troubleshooting and root cause analysis, identifies process gaps, documents improved procedures, and shares knowledge and best practices with colleagues. The position also contributes to team workload and projects, completes work independently, and communicates progress, challenges, and risks to stakeholders. The role provides onsite support during core hours of 7 a.m.–5 p.m. and may cover off-hours, including weekends and holidays, for post-certification tasks related to critical-tier infrastructure initiatives. Vanguard uses a hybrid working model for the majority of its crew members, supporting flexibility alongside in-person learning, collaboration, and connection.
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.
- Competency in baseline support responsibilities, including hardware and software troubleshooting, connectivity incident resolution, and responding to user inquiries.
- Ability to provide clear, concise, and thorough ticket documentation.
- Ability to drive moderately to highly complex troubleshooting and conduct root cause analysis.
- Ability to complete projects independently, with effective organization and time management.
- Strong customer service, communication, collaboration, and incident-ownership skills.
- Adaptability, resilience, enthusiasm, and a proactive approach in a fast-paced environment with changing priorities and high-pressure situations.
- Ability to provide onsite support during core hours and off-hours coverage for specified initiatives.
Responsibilities
- Troubleshoot hardware and software issues, resolve connectivity incidents, and provide timely responses to user inquiries.
- Manage support hotline calls and walk-up concerns; document issues accurately and escalate complex problems to appropriate teams.
- Own incidents through solution delivery while providing excellent customer service.
- Create clear, thorough support tickets describing issues, troubleshooting steps, and solutions for peers and Tier 2 support staff.
- Share team workload, assist colleagues, and volunteer for tasks and projects aligned with team priorities.
- 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, perform root cause analysis, and use systematic problem-solving to resolve them.
- Complete projects on time without continual supervision and communicate progress, challenges, and risks to stakeholders.
- Build trusting relationships through effective communication and professionalism.
- Provide onsite support during core hours of 7 a.m.–5 p.m., and provide off-hours weekend or holiday coverage for specified post-certification tasks.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
