Senior End User Support Specialist

Corporate, ZOLLMED.com

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 Senior End User Services Specialist is a key member of the End User Services team in the ZOLL Global IT Technology Services organization. The Senior End User Services Specialist has a passion for technology, is highly professional, and is committed to providing excellence in customer service enabling this person to provide comprehensive end user service support to our internal customers. This person addresses technical issues and also works on improving the overall user experience, managing complex IT projects, and guiding and mentoring EUS Analysts and Specialists. This person has a deep understanding of the organization’s IT infrastructure and processes.

Essential Functions

• Provides KPIs and status reports to Supervisor, EUS through timely and meaningful reporting
• Prioritizes and delegates work within team to ensure highest level of customer service
• Delivering timely, efficient, and exceptional technical support for various hardware, software, identity and access issues maintaining user account security and management through multiple channels
• Ensuring optimal functioning of end user devices and peripherals through analysis, maintenance, repair, and configuration.
• Demonstrating strong communication and problem-solving skills to meet service delivery expectations and reporting to management.
• Collaborating with IT and Security teams for service restoration and root cause analysis
• In collaboration with various IT and stakeholder teams, analyze and make recommendations for hardware and software standardization to improve end user experience.
• 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 computer systems, servers, network equipment, and peripherals.
• Participating in project teams and creating/updating team documentation and procedures.
• Perform hands on hardware support under the guidance of Infrastructure teams as needed
• Ensuring a safe work environment and complying with all Corporate, Global IT, Security, and Service Management policies, procedures, and directives
• Recommend process changes as needed to improve service levels.
• Create/maintain support documentation and procedures.
• Provide support, guidance, and training to End User Service Analysts and Specialists
• 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; Degree in technical field preferred 
• 4+ years experience in a technical or related field 
• ITIL, CompTIA+, Microsoft, HDI certification preferred 
• 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 hardware as well as smart phones including iPhone, and Android models 
• Solid knowledge of basic IT security practices and protocols 
• Commitment to a training and development plan that involves passing certification exams 

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. 

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.

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