Senior End User Support Specialist

Location: San Jose, CA, United States of America


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:

Leads team in providing hardware and software support to internal customers. Responsible for guiding Help Desk and End User teams and assisting leadership in implementing IT policies, procedure, and standards to ensure that timely resolutions and implementations are in alignment with company and IT strategic goals. A successful candidate would demonstrate initiative, driven to learn, and apply the latest IT concepts, and embrace challenges. You truly enjoy helping people and making things work better. You are committed to providing an excellent client experience, including personally being highly professional, responsive and courteous. You stay calm when the client feels the sky may be falling.

Essential Functions:

  • Be an escalation point for Level 1 and 2 Help Desk/End User Services teams

  • Provide end to end executive level support in a professional manner

  • Provide end user support, troubleshoot, and resolve technical issues in person and remotely

  • Responsible for remote installation, implementation, maintenance, troubleshooting of desktops, video-conference devices, phones, printers, and associated peripherals

  • Provides metrics and status reports to the Supervisor, IT Help Desk

  • Prioritizes and delegates work within team to ensure highest level of customer service

  • Documents, maintains, upgrades or replaces hardware and software systems

  • Analyze and make recommendations for hardware and software standardization

  • Create / update documentation, procedures, and processes used by the team

  • Participate in training team members a on all processes and procedures

  • Supports and maintains user account information including rights, security and systems groups

  • Ensures security and privacy of company data and equipment

  • Uses discretion in the use of outside vendors to resolve issues.  Works with vendors engaged to resolve issues

  • Works on project teams as assigned to complete work correctly and on schedule

  • Provides superior customer service to IT requests and questions of the staff

  • Maintains safe work environment by following standards and policies

  • Drives the development of the IT Service Catalog to ensure the end-user has access to the support they need

  • Perform as a multi-tasker who can assess priorities and triage client issues

  • Performs other duties as assigned

  • Some travel required

Skills Requirements:

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

  • Experience with Exchange Online mailbox management, calendaring, and synching across multiple clients

  • Familiarity with ServiceNow and JIRA to manage customer requests

  • Experience with iOS 12+ and Android including setup, provisioning, account changes

  • Team player and open to learning & mastering new IT concepts

  • 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

  • Is very comfortable with desktop hardware concepts and skills including RAM module speed, generation, form factor, installation, replacement; storage device types, form factors, speeds, interfaces, installation, replacement; processor generations, speeds, and families; display interfaces.

  • Have a solid grasp of software concepts and skills including basic TCP/IP addressing & networking concepts, network printer connectivity & driver architectures, and supporting users via screen sharing platforms

  • 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.

  • Excellent written and verbal communications skills and problem-solving skills

  • Possess a security minded focus, including strong password management in an enterprise level environment

Required/Preferred Education and Experience:

  • A+ certified or similar (preferred)

  • Associates Degree in a technology related field or equivalent experience.

  • 7+ years experience supporting enterprise business users

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

  • 5+ years experience troubleshooting hardware and software problems

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

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

Annual salary range for this position is $85,000 - $90,000. The actual compensation may vary based on geographic location, work experience, education, and skill level.

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.