End User Support Analyst, Specialist

Core Responsibilities

1. Provides intermediate level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.

2. Resolves moderately complex technical troubleshooting issues to ensure end user productivity.

3. Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.

4. Creates and maintains knowledge-based articles, procedures, and training for support areas and crew.

5. Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.

6. Resolves issues elevated from crew with less experience. Determines severity of unresolved issues and escalates issues accordingly.

7. Learns and complies with Information Technology and Information Security policies and procedures.

8. Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of three years related work experience, with at least one year of technical support experience.
• Undergraduate degree or equivalent combination of training and experience.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.