• Deliver timely, efficient, and exceptional technical support for various hardware, software, identity and access issues maintaining user account security and management through multiple channels.
• Ensure optimal functioning of end user devices and peripherals through analysis, maintenance, repair, and configuration.
• Demonstrate strong communication and problem-solving skills to meet service delivery expectations and reporting to management.
• Prioritize urgent issues and collaborating with IT and Security teams for service restoration and root cause analysis.
• Collaborate with various IT and Security teams to improve end user experience.
• Maintain technical ownership of support tickets, utilizing ZOLL's ITIL ticketing system for documentation and escalation.
• Manage user expectations with proactive communication, and maintaining, analyzing, and troubleshooting end user hardware and peripherals.
• Perform hands on hardware support under the guidance of Infrastructure teams as needed.
• Participating in project teams and creating/updating team documentation and procedures.
• Ensure a safe work environment and complying with all Corporate, Global IT, Security, and Service Management 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.
• Provide support and guidance to End User Service Analysts
• Stay current with information technology systems and industry trends.
• Provide evening and weekend support (off-hours support) as assigned, on a rotating basis.

• High School required or
• Degree in technical field preferred
• ITIL, CompTIA , Microsoft, HDI certification Preferred

• Excellent customer service skills with the ability to convey technical information in user-friendly terms.
• Strong team collaboration skills to ensure effective End User Services operations.
• Proficient relationship, conflict management, and communication skills.
• Excellent problem-solving abilities.
• Capacity to handle multiple tasks simultaneously with a sense of urgency.
• Proactive and punctual with efficient multitasking capabilities.
• Solid planning and organizational skills.
• Experience with ITSM tools like ServiceNow
• Proficiency in managing and troubleshooting different operating systems (e.g., Windows, macOS, Linux).
• Experience and knowledge of networking protocols and configurations (wired and wireless)
• Experience in managing user accounts, including permissions and security settings
• Proficiency in remote troubleshooting and support tools such as TeamViewer.
• Experience supporting enterprise-grade end user hardware as well as smart phones including iPhone, and Android models
• Knowledge of basic IT security practices and protocols
• Commitment to a training and development plan that involves passing certification exams

• Some domestic and international travel may be required.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.