Desktop Support Specialist

Location: Malvern, PA Description:

Job Description:

Duties and Responsibilities

1. Provides entry and intermediate technical support for end users in a face-to-face environment

which could include issues with both hardware and software

2. Provide in person escalation point for Tier 1 support

3. Provides onsite resolution support for all work items that come to Tech Central through ITSM

tickets and requests. Distributes ITSM requests to the hardware provisioning team when

required.

4. Facilitates escalation of any ticket which requires next level support (Product Owners,

Engineering Teams)

5. Evaluate current process model and demonstrate conceptual thinking in defining new process

improvement implementations

6. Recognizes and reports out trends out to determine steps to prevent future incidents

7. Provides feedback and participates in technology offerings

8. Documents all knowledge bases opportunities for the department and ensure accuracy of the

knowledge base

9. Complies with IT policies and procedures especially those for quality and productivity

standards that enable the team to meet established clinet service levels. Complies with

information security policies and procedures. Verifies deliverables meet information security

requirements

10. Adhere to key performance indicators (KPI) as defined by management

11. Participate in special projects and perform other duties as assigned.

Qualifications:

1. An undergraduate degree in a related field or the equivalent combination of training and experience

2. Two years' desktop support experience

3. Strong customer service skills

4. Strong analysis and problem solving skills

5. Knowledge of the following desktop support practices and concepts:

Microsoft Office Suite, Windows, Mac OS, mobile Oses, basic network security, Lotus Notes, Outlook and Exchange, standard Internet browsers

Special Factors:

1. Ability to lift and carry 50 pounds

2. Weekday coverage Monday through Friday 7:45 AM - 4: 15 PM

3. Potential travel between buildings to cover other in-person locations

4. Must have a valid driver's license

5. Must be in compliance with privately owned vehicle policy requirements

6. Vanguard is not offering visa sponsorship for this position

Desk KPI: Technician Utilization, NPS, FTR, Quality, Audit Adherence