Jr. End User Support Analyst

Location: San Jose, CA, United States of America

Corporate

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

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

Skills Requirements:

  • Experience administrating and supporting Windows\Mac OS, Bitlocker, Office 365, Active Directory, Intune, JAMF, SCCM, MFA

  • Familiarity with ServiceNow and JIRA to manage customer requests

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

  • 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

Required/Preferred Education and Experience:

  • 2+ years experience supporting enterprise business users

  • 2+ years experience with Microsoft 365 Admin and Azure AD preferred

  • 2+ years experience troubleshooting hardware and software problems

  • 2+ years experience with supporting Windows/MAC OS preferred

  • 1+ years experience support videoconferencing technologies (Zoom, Microsoft Teams Room)

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of

activities, duties, or responsibilities that are required of the employee for this job.  Duties,

responsibilities, and activities will be reviewed periodically as duties and responsibilities change

with business necessity.  Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V.