End User Services Analyst-1

ZOLL Medical
Pittsburgh
Workplace: HybridFull timeUSD 28 - 28 hourlyFunction: Solutions Engineering & Sales EngineeringExperience: 1+ yearsEducation: high_schoolSkills: ["Customer service","Communication","Problem-solving","Team collaboration","Conflict management"]

Provide timely, efficient end-user technical support for hardware, software, and identity/access issues using an ITIL ticketing system. Prioritize urgent problems, collaborate with IT and Security for restoration and root-cause analysis, and maintain technical ownership of support tickets. Communicate proactively with users, troubleshoot end-user devices and peripherals, contribute to documentation and procedures, and support off-hours coverage on a rotating basis.

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FursaFursa
ZOLL Medical
ZOLL Medical
1 day ago

End User Services Analyst-1

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide timely, efficient end-user technical support for hardware, software, and identity/access issues using an ITIL ticketing system. Prioritize urgent problems, collaborate with IT and Security for restoration and root-cause analysis, and maintain technical ownership of support tickets. Communicate proactively with users, troubleshoot end-user devices and peripherals, contribute to documentation and procedures, and support off-hours coverage on a rotating basis.
Location: Pittsburgh
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Deliver timely, efficient technical support for hardware, software, and identity/access issues through multiple channels.
  • •Prioritize urgent issues and collaborate with IT and Security teams for service restoration and root cause analysis.
  • •Maintain technical ownership of support tickets, documenting and escalating using the ITIL ticketing system.
  • •Manage user expectations with proactive communication while troubleshooting end-user hardware and peripherals.
  • •Participate in project teams, create/update support documentation and procedures, and help ensure compliance with policies.
Travel: Low travel

Pay and Benefits

Salary: USD 28 hourly

Key Requirements

  • •High School Diploma is required.
  • •1+ years of experience supporting Microsoft Operating Systems and Microsoft applications.
  • •Experience supporting end-user devices including laptops, desktops, tablets, and smart phones (iPhone and Android).
  • •Ability to deliver strong customer service and convey technical information in a user-friendly way.
  • •Commitment to a training and development plan, including passing certification exams (ITIL, CompTIA+, Microsoft, HDI preferred).
Experience:1+ years
Education:High School
Skills:Customer serviceCommunicationProblem-solvingTeam collaborationConflict management
Certifications:ITILCompTIA+MicrosoftHDI
Tech Stack:Microsoft Operating SystemsMicrosoft applicationsITIL ticketing systemIPhoneAndroid

Company Brief

ZOLL Medical
Designs and manufactures medical devices and software for critical care and rescue, including defibrillators, ventilators, CPR feedback systems, and monitoring solutions for hospitals, emergency responders, and public access settings.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Chelmsford, United States
Founded: 1980
WebsiteLinkedIn