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End User Support Specialist

2 months ago

Malvern, United States Vanguard Full time

As a Desktop Support Specialist, you will provide technical support and maintenance for Vanguard's desktop computing environment, ensuring seamless operation of computer systems, software, and peripherals. You will troubleshoot, resolve, and document technical issues, while delivering exceptional customer service.

Responsibilities:

  • Provide level 2 desktop support for Vanguard employees, resolving hardware, software, and network issues
  • Troubleshoot and resolve complex technical problems using diagnostic tools and techniques
  • Install, configure, and maintain desktop hardware, software, and peripherals
  • Manage and maintain Vanguard's imaging and deployment processes
  • Collaborate with IT teams to ensure efficient resolution of technical issues
  • Document and track technical issues using IT service management tools (e.g., ServiceNow)
  • Participate in on-call rotation for after-hours support
  • Stay current with industry trends, technologies, and vendor updates

Requirements:

2+ years of experience in desktop support or related IT field

High school diploma or equivalent required; associate or bachelor's degree preferred

Excellent problem-solving, communication, and customer service skills

Ability to work in a fast-paced environment and prioritize tasks effectively

Flexibility to support weekday core hours and as needed weeknight, weekend and holiday coverage.

Strong knowledge of:

Windows, MacOS, Android, IOS operating systems

Microsoft Office and other productivity software

Desktop hardware and peripherals

Network fundamentals (TCP/IP, DNS, DHCP)

Nice to Have:

Industry certifications (e.g., CompTIA A+, HDIP)

Experience with IT service management tools (e.g., ServiceNow)

Familiarity with cloud-based technologies (e.g., Office 365, AWS, Azure)

Knowledge of scripting languages (e.g., PowerShell, Python)

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.