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Software Support Analyst

Location: Pittsburgh, PA

Cardiac Management Solutions

The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives.

ZOLL has been Pittsburgh’s Manufacturer of the Year, one of Western PA’s Healthiest Employers, and even one of Pittsburgh’s Coolest Offices. But it’s our unique opportunity to impact people’s lives that makes ZOLL the ideal place to build your career.

Position Summary: Provide software support and user access management for internal software applications and network resources while acting as a liaison between the IT Help Desk, Web Development team and Systems Administration team. Become a subject matter expect in providing support for the LifeVest Network (LVN) software application that includes end-user permissions and troubleshooting errors, as well as assisting users in effectively utilizing the software to meet business needs.

Essential Duties and Responsibilities include the following:

  • Successfully work through and solve high complexity tickets by interpreting the needs of the end-user, determining the solution to the problem and assessing any downstream impact
  • Manage a high volume of tickets accurately and effectively
  • Provide technical guidance to Help Desk on software related permissions and issues
  • Act as a main technical resource for the IT Help Desk for permissions and error related questions for LVN
  • Gather end-user information, research internal knowledgebase and documentation for known solutions, isolate root-causes and take corrective actions while minimizing disruption to the business operation
  • Use internal resources as needed and escalate issues to Supervisor, IT Help Desk or LVN Developers
  • Participate in team meetings with both the Help Desk as well as the Web Development team and contribute suggestions and solutions to increase effectiveness
  • Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution
  • Supports and maintains user account information including rights, security and systems groups
  • Resolves trouble tickets for LVN related issues
  • Ensures security and privacy of company data and equipment
  • Oversee the setup and maintenance of LifeVest Network Accounts and Active Directory accounts
  • Works on project teams as assigned to complete work correctly and on schedule
  • Perform other duties as assigned

Supervisory Responsibilities                                                                                                                                       

This position has no direct reports

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                                                                                                                     

  • Associates degree or technical degree in Computer Science, Information Science, or equivalent experience
  • Knowledge of web technology concepts, standards, practices, and procedures. Exposure to web programming and deploying applications
  • Familiarity with IIS and experience with Microsoft SQL Server preferred
  • Certifications from CompTIA, Microsoft or HDI or other organizations preferred
  • 2 – 4 years of experience in the field or in a related area preferred
  • Familiar with a variety of the field’s concepts, standards, practices, and procedures

 

Language Skills                                                                                                                                                               

To perform this job successfully an individual must have the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to consistently document systems, processes and procedures. Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

Mathematical Skills                                                                                                                                                       

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability                                                                                                                                                           

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must be customer focused.

Computer Skills                                                                                                                                                              

To perform this job successfully, an individual should be proficient in: Microsoft Desktop operating systems, Microsoft Office Suite, Remote Desktop / Virtual Desktop connections, business applications and software. The individual should have general skills and abilities in: Server Operating Systems, network configuration, backup and recovery technologies.  Experience in virus/malware detections and prevention required.  Experience successfully trouble shooting hardware and desktop PC issues needed.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is occasionally required to use hands to finger, handle, or feel and climb or balance. The employee must frequently lift and/or move up to 25 pounds and occasionally up to 50 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually quiet.

ZOLL is an Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

 

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