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.

Essential FunctionsDeliver 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 directivesAchieve 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 AnalystsStay current with information technology systems and industry trends.Provide evening and weekend support (off-hours support) as assigned, on a rotating basis.Required/Preferred Education and ExperienceHigh School required orDegree in technical field preferredITIL, CompTIA+, Microsoft, HDI certification PreferredKnowledge, Skills and AbilitiesExcellent 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 ServiceNowProficiency 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 settingsProficiency 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 modelsKnowledge of basic IT security practices and protocolsCommitment to a training and development plan that involves passing certification examsTravel RequirementsLess than 10% travel during the SkillBridge program