The End User Support Analyst I is a key member of the ZOLL IT Operations team. The End User Support 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.
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 End User Support Analyst I is a key member of the ZOLL IT Operations team. The End User Support 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:
Providing users with quality service as the 1st level contact and issue resolution for the service desk via telephone, email and ticketing system
Use your communication and problem-solving skills to continually surpass our own service delivery expectations
Identify situations requiring urgent attention, prioritizing and routing to appropriate area.
Utilize and become proficient with ZOLL’s standard support tools (i.e. Service Desk Plus, TeamViewer, AD Manager, Carbon Black)
Create tickets and document all activities in the service desk ticketing system
Maintain primary technical ownership of service support tickets by working with technical resources to resolve/answer technical questions without reassigning the ticket
Troubleshoot and resolve hardware, software, application, network, user access, or related issues
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
Additional Responsibilities:
Comply with Corporate IT Service Management and Service Desk policies, procedures and directives
Achieve 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
Communicate company policies and standards
Stay current with information technology systems and industry trends
Provide evening and weekend support (off-hours support), as assigned, on a rotating basis
Some domestic and international travel may be required
Skills Requirements:
Basic computer skills
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.
Strong problem-solving skills
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 and organizational skills
Required/Preferred Education and Experience:
High School Diploma and some Customer Service experience required
Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
Experience with Microsoft Operating Systems and Microsoft Office preferred but not required
Experience supporting smart phones including iPhone, and Android models
Commitment to a training and development plan that involves passing certification exams
The hourly pay rate for this position is:
$30.00 to $31.21Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.
Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.
ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
Skills Required
- High School Diploma
- Customer Service experience
- Experience with Microsoft Operating Systems
- Experience with Microsoft Office
- Experience supporting smart phones including iPhone and Android
ZOLL Medical Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ZOLL Medical Corporation and has not been reviewed or approved by ZOLL Medical Corporation.
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Healthcare Strength — Medical, dental, and vision coverage includes in‑network preventive care at 100% along with behavioral health/EAP and virtual therapy options. These features are often regarded as solid to good components of the package.
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Parental & Family Support — Paid parental leave provides 12 weeks at full pay for the birthing parent and 6 weeks for the non‑birthing parent after eligibility is met. This policy is frequently highlighted as a standout element.
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Wellbeing & Lifestyle Benefits — Wellness programs offer incentives and are complemented by multiple external well‑being recognitions. These programs add perceived value to total rewards.
ZOLL Medical Corporation Insights
What We Do
ZOLL Medical Corporation, an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, therapeutic temperature management, and ventilation, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and acute critical care. The Asahi Kasei Group is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. Its health care operations include devices and systems for acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals and diagnostic reagents. With more than 30,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries.
