End User Services Analyst

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 IT Service Analyst is a key member of the ZOLL IT Operations team. The Service Desk Analyst serves as the first point of contact for all technical related issues. They provide world-class service through their interactions with our users and their technical competences.

Essential Functions

• Utilize and become proficient with ZOLL’s standard support tools (i.e. Service Desk Plus, JIRA, TeamViewer, Active Directory, Intune, JAMF)
• Provide end user support, troubleshoot, and resolve technical issues related to hardware, software, application, network, user access, or related issues in person and remotely
• Responsible for remote installation, implementation, maintenance, troubleshooting of desktops, video-conference devices, phones, printers, and associated peripherals
• Create/Update documentation, procedures, and processes used by the team
• Have a strong troubleshooting mindset; ability to understand symptoms as reported by clients, translate into potential causes, identify root cause, and logically approach potential fixes and/or workarounds.
• Identify situations requiring urgent attention, prioritizing, and routing to appropriate area.
• Maintain primary technical ownership of service support tickets by working with technical resources to resolve/answer technical questions without reassigning the ticket
• Manage expectations of users and resolve user issues as quickly as possible to minimize downtime
• Takes ownership of resolving the issues and following up with the status of issues on behalf of the user
• Communicate progress in a timely manner
• Interact with Desktop Support, Network team, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Escalate more complex problems or unresolved issues to next level of support

Required/Preferred Education and Experience

• Experience administrating and supporting Windows\Mac OS, Bitlocker, Office 365, Active Directory, Intune, JAMF, SCCM, MFA required and
• 2 years experience supporting enterprise business users required and
• 2 years experience with Microsoft 365 Admin and Azure AD preferred preferred and
• 2 years experience troubleshooting hardware and software problems required and
• 2 years experience with supporting Windows/MAC OS preferred preferred and
• 1 years experience support videoconferencing technologies (Zoom, Microsoft Teams Room) required

Knowledge, Skills and Abilities

• Familiarity with ServiceNow and JIRA to manage customer requests
• Ability to manage relationships, conflicts and communication with a high-level of proficiency.
• Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
• Must be able to manage multiple work items at one time with a high sense of urgency
• Must be proactive, punctual and be able to multitask efficiently.
• Strong planning/organizational and problem-solving skills

Working Conditions

• Work effectively in a team environment to maintain Service Desk coverage and support model

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.