End User Services Analyst-1

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
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. ZOLL is a global leader in acute critical care and related software and diagnostic tools. The End User Services Analyst is a key member of the End User Services team in the ZOLL Global IT Technology Services organization. The End User Services Analyst has a passion for technology and excellence in customer service which will drive our front-line technical support. 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.

Essential Functions

• Delivering timely, efficient, and exceptional technical support for various hardware, software, identity and access issues through multiple channels.

• Demonstrating strong communication and problem-solving skills to meet service delivery expectations and reporting to management.

• Prioritizing urgent issues and collaborating with IT and Security teams for service restoration and root cause analysis.

• Maintaining technical ownership of support tickets, utilizing ZOLL’s ITIL ticketing system for documentation and escalation.

• Managing user expectations with proactive communication, and maintaining, analyzing, and troubleshooting end user hardware and peripherals.

• Participating in project teams and creating/updating team documentation and procedures.

• Ensuring 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

• Stay current with information technology systems and industry trends

• Provide evening and weekend support (off-hours support) as assigned, on a rotating basis

• Some domestic and international travel may be required

Required/Preferred Education and Experience

• High School Diploma required

• 1+ years experience with Microsoft Operating Systems and Microsoft applications

• Experience supporting laptops, desktops, tablets and smart phones including iPhone, and Android models

• Commitment to a training and development plan that involves passing certification exams

• ITIL, CompTIA+, Microsoft, HDI certification Preferred

Knowledge, Skills and Abilities

• Familiarity with end-user computing devices, applications, and security best practices.

• Excellent customer service skills with the ability to convey technical information in user-friendly terms.

• Strong team collaboration skills to ensure effective Service Desk operations.

• Proficient relationship, conflict management, and communication skills.

• Advanced 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.

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.

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The hourly pay rate for this position is:

Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.