End User Services Analyst-1

Location: US PA Pittsburgh Gamma

Salary: $28.00 per hour

Company

ZOLL develops medical devices, software, and related services for acute critical care and cardiopulmonary and respiratory conditions.

What you will do

• Provide timely technical support for hardware, software, identity, and access issues through multiple channels.
• Support laptops, desktops, tablets, smartphones, peripherals, and end-user applications.
• Own support tickets in the ITIL ticketing system, document incidents, and escalate issues when needed.
• Prioritize urgent incidents and collaborate with IT and Security teams on service restoration and root cause analysis.
• Maintain support documentation and procedures, participate in project teams, and recommend process improvements.
• Provide rotating evening and weekend support; some domestic and international travel may be required.

Requirements

• High school diploma.
• At least 1 year of experience with Microsoft operating systems and Microsoft applications.
• Experience supporting laptops, desktops, tablets, iPhones, Android devices, and related peripherals.
• Strong customer service, communication, conflict management, collaboration, organization, and problem-solving skills.
• Ability to follow corporate, IT, security, and service management policies and achieve service-level and customer satisfaction metrics.
• Commitment to training and passing certification examinations.

Nice to have

• ITIL, CompTIA+, Microsoft, or HDI certification.

Culture & Benefits

• Work in a fast-growing medical technology company operating in more than 140 countries.
• Contribute to technologies designed to improve outcomes for patients with critical cardiopulmonary conditions.
• Culture emphasizing innovation, self-motivation, and an entrepreneurial spirit.
• Comprehensive benefits plans are available.