Vanguard

Vanguard

End User Support Analyst, Specialist

Malvern, PA

Sponsorship not specifiedDetected 22 days ago
Customer SupportCollaborationProblem SolvingTime ManagementAdaptability

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odds of building a lasting career here

36Risky
Cap-exempt (no lottery)0
Sponsors this role75
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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About the role

  • 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.

Responsibilities

  • Demonstrate competency in baseline support responsibilities, including troubleshooting hardware and software issues, resolving connectivity incidents, and providing timely resolution to user inquiries.
  • 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.
  • Maintain a customer-centric approach and provide excellent customer service throughout entire interaction with 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.

Requirements

  • Undergraduate degree or equivalent combination of training and experience.
  • Minimum of three years related work experience, with at least one year of technical support experience.
  • Special Factors
  • Sponsorship
  • Vanguard is not offering visa sponsorship for this position.
  • About Vanguard
  • At Vanguard, we don't just have a mission-we're on a mission.
  • To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
  • How We Work
  • Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Benefits

  • Willingness Share best practices and encourage continuous learning within the team.
  • 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.

Company info

  • About Vanguard At Vanguard, we don't just have a mission-we're on a mission.

Visa & Work Authorization

  • Vanguard is not offering visa sponsorship for this position.
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This listing is sourced directly from Vanguard's careers page and normalized into a canonical job model.