End User Support Specialist - Trade Floor
This role is seated within Vanguard's Tech Central team.
This team is responsible for providing technical deskside support to our critical tier crew members.
As an End User Support Specialist, you are the face of IT for our employees (Crew).
You will interact with crew members daily and assist with a variety of responsibilities, such as hardware setups, software installs, office relocations, Mobile Device Management (MDM), Office applications and troubleshooting.
In this role, you will:
Provide intermediate level technical support to address end user issues such as implementation, configuration, control, maintenance, troubleshooting, security, and usage monitoring.
Resolve moderately complex technical troubleshooting issues to ensure end user productivity.
Provide consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.
Create and maintain knowledge-based articles, procedures, and training for support areas and crew.
Maintain an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
Resolve issues elevated from crew with less experience.
Determine severity of unresolved issues and escalates issues accordingly.
Coordinate activities related to the desktop environment with other teams including testing, change management and implementation.
Learn and comply with Information Technology and Information Security policies and procedures.
Participate in special projects and performs other duties as assigned.
What it takes:
Minimum of 3
years of related work experience, with at least 1
year of technical support experience.
Undergraduate degree or equivalent combination of training and experience.
Ability to work in a team-oriented, collaborative environment with willingness to co-labor team initiatives.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Manage the intake, documentation, and resolution of Incidents to achieve departmental goals.
Strong knowledge of Windows 10, 11, Android, Mac OS & IOS platforms.
Experience with enterprise and desktop applications, including Microsoft Office 365 and Teams.
Engage internal teams and 3rd party vendors to resolve endpoint and application issues.
Highly self-motivated and self-directed with good analytical and problem-solving abilities.
Flexibility to support weekday core hours and as needed weeknight, weekend and holiday coverage.
Very strong customer service mindset to deliver a best-in-class client experience.
Certifications in Microsoft products, ITIL and AWS are a plus.
Special Factors:
This role is on-site, support a critical Tier-1 Tradefloor support operation.
Vanguard is not offering sponsorship for this role.
About VanguardWe 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 StatementVanguard'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 WorkVanguard 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.
Special FactorsSponsorshipVanguard is not offering visa sponsorship for this position.
Recommended Skills Analytical Apple Ios Change Management Computer Security Consulting Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
This team is responsible for providing technical deskside support to our critical tier crew members.
As an End User Support Specialist, you are the face of IT for our employees (Crew).
You will interact with crew members daily and assist with a variety of responsibilities, such as hardware setups, software installs, office relocations, Mobile Device Management (MDM), Office applications and troubleshooting.
In this role, you will:
Provide intermediate level technical support to address end user issues such as implementation, configuration, control, maintenance, troubleshooting, security, and usage monitoring.
Resolve moderately complex technical troubleshooting issues to ensure end user productivity.
Provide consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.
Create and maintain knowledge-based articles, procedures, and training for support areas and crew.
Maintain an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
Resolve issues elevated from crew with less experience.
Determine severity of unresolved issues and escalates issues accordingly.
Coordinate activities related to the desktop environment with other teams including testing, change management and implementation.
Learn and comply with Information Technology and Information Security policies and procedures.
Participate in special projects and performs other duties as assigned.
What it takes:
Minimum of 3
years of related work experience, with at least 1
year of technical support experience.
Undergraduate degree or equivalent combination of training and experience.
Ability to work in a team-oriented, collaborative environment with willingness to co-labor team initiatives.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Manage the intake, documentation, and resolution of Incidents to achieve departmental goals.
Strong knowledge of Windows 10, 11, Android, Mac OS & IOS platforms.
Experience with enterprise and desktop applications, including Microsoft Office 365 and Teams.
Engage internal teams and 3rd party vendors to resolve endpoint and application issues.
Highly self-motivated and self-directed with good analytical and problem-solving abilities.
Flexibility to support weekday core hours and as needed weeknight, weekend and holiday coverage.
Very strong customer service mindset to deliver a best-in-class client experience.
Certifications in Microsoft products, ITIL and AWS are a plus.
Special Factors:
This role is on-site, support a critical Tier-1 Tradefloor support operation.
Vanguard is not offering sponsorship for this role.
About VanguardWe 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 StatementVanguard'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 WorkVanguard 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.
Special FactorsSponsorshipVanguard is not offering visa sponsorship for this position.
Recommended Skills Analytical Apple Ios Change Management Computer Security Consulting Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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