End User Support Analyst

About the role

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.

The End User Services Analyst is a key member of the End User Services team in the ZOLL Global IT Technology Services organization. This role drives front-line technical support with a passion for technology and excellence in customer service. The ideal candidate thrives on positive, direct user interaction, solving technical issues with a user-friendly touch while adhering to security protocols.

Responsibilities

• Deliver timely, efficient, and exceptional technical support for hardware, software, identity, and access issues through multiple channels.
• Demonstrate strong communication and problem-solving skills to meet service delivery expectations and report to management.
• Prioritize urgent issues and collaborate with IT and Security teams for service restoration and root cause analysis.
• Maintain technical ownership of support tickets, utilizing ZOLL’s ITIL ticketing system for documentation and escalation.
• Manage user expectations with proactive communication and troubleshoot end-user hardware and peripherals.
• Participate in project teams and create/update team documentation and procedures.
• Ensure a safe work environment and comply with all Corporate, Global IT, Security, and Service Management policies.
• Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests.
• Recommend process changes to improve service levels.
• Create and 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.

Requirements

• High School Diploma (required).
• 1+ years of experience with Microsoft Operating Systems and Microsoft applications.
• Experience supporting laptops, desktops, tablets, and smartphones (including iPhone and Android models).
• Commitment to a training and development plan that involves passing certification exams (ITIL, CompTIA+, Microsoft, HDI preferred).

Skills

• 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, punctual, and efficient multitasking capabilities.
• Solid planning and organizational skills.

Physical Demands

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Constantly
• Talking: Occasionally
• Hearing: Occasionally
• Repetitive Motions: Frequently

Pay

The hourly pay rate for this position is $25.00 to $33.00. Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate.

Benefits

Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.