End User Services Specialist

Corporate

At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

**Job Summary**

The End User Services Specialist is a key member of the End User Services team in the ZOLL Global IT Technology Services organization. The End User Services Specialist has a passion for technology and excellence in customer service enabling this person to provide comprehensive IT support to our end users. This person is a tech enthusiast who thrives on positive, direct user interaction, and solving technical issues with a user-friendly touch while adhering to security protocols. This person is a crucial link between the IT departments and the rest of the organization, ensuring seamless integration of technology and user needs.

**Essential Functions**
- Deliver timely, efficient, and exceptional technical support for various hardware, software, identity and access issues maintaining user account security and management through multiple channels.
- Ensure optimal functioning of end user devices and peripherals through analysis, maintenance, repair, and configuration.
- Demonstrate strong communication and problem-solving skills to meet service delivery expectations and reporting to management.
- Prioritize urgent issues and collaborating with IT and Security teams for service restoration and root cause analysis.
- Collaborate with various IT and Security teams to improve end user experience.
- Maintain technical ownership of support tickets, utilizing ZOLL’s ITIL ticketing system for documentation and escalation.
- Manage user expectations with proactive communication, and maintaining, analyzing, and troubleshooting end user hardware and peripherals.
- Perform hands on hardware support under the guidance of Infrastructure teams as needed.
- Participating in project teams and creating/updating team documentation and procedures.
- Ensure a safe work environment and complying with all Corporate, Global IT, Security, and Service Management policies, procedures, and directives
- Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests.
- Recommend process changes as needed to improve service levels.
- Create/maintain support documentation and procedures.
- Provide support and guidance to End User Service Analysts
- Stay current with information technology systems and industry trends.
- Provide evening and weekend support (off-hours support) as assigned, on a rotating basis.

**Required/Preferred Education and Experience**
- High School required or
- Degree in technical field preferred
- ITIL, CompTIA+, Microsoft, HDI certification Preferred

**Knowledge, Skills and Abilities**
- Excellent customer service skills with the ability to convey technical information in user-friendly terms.
- Strong team collaboration skills to ensure effective End User Services operations.
- Proficient relationship, conflict management, and communication skills.
- Excellent problem-solving abilities.
- Capacity to handle multiple tasks simultaneously with a sense of urgency.
- Proactive and punctual with efficient multitasking capabilities.
- Solid planning and organizational skills.
- Experience with ITSM tools like ServiceNow
- Proficiency in managing and troubleshooting different operating systems (e.g., Windows, macOS, Linux).
- Experience and knowledge of networking protocols and configurations (wired and wireless)
- Experience in managing user accounts, including permissions and security settings
- Proficiency in remote troubleshooting and support tools such as TeamViewer.
- Experience supporting enterprise-grade end user hardware as well as smart phones including iPhone, and Android models
- Knowledge of basic IT security practices and protocols
- Commitment to a training and development plan that involves passing certification exams

**Travel Requirements**
- Some domestic and international travel may be required.

**Physical Demands**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Standing - Occasionally
- Walking - Occasionally
- Sitting - Constantly
- Talking - Occasionally
- Hearing - Occasionally
- Repetitive Motions - Frequently

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.