End User Service Specialist

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.,

• 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., 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
  
  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.
  
  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 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.