Jr. End User Support Analyst

Job Summary

ZOLL is a global leader in acute critical care and related software and diagnostic tools. The End User Services Analyst plays a crucial role in delivering timely, efficient, and exceptional technical support to users across various platforms.

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.
• Achieving 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

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

• 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.

Application

Applications will be accepted on an ongoing basis until this position is filled.

Remote Work

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.