Senior End User Service Specialist- Caesarea IL

The Senior End User Services Specialist is a key member of the End User Services team in the ZOLL Global IT Technology Services organization. The Senior End User Services Specialist has a passion for technology, is highly professional, and is committed to providing excellence in customer service enabling this person to provide comprehensive end user service support to our internal customers. This person addresses technical issues and also works on improving the overall user experience, managing complex IT projects, and guiding and mentoring EUS Analysts and Specialists. This person has a deep understanding of the organization's IT infrastructure and processes.

Essential Function

• sProvides KPIs and status reports to Supervisor, EUS through timely and meaningful reportin
• gPrioritizes and delegates work within team to ensure highest level of customer servic
• eDelivering timely, efficient, and exceptional technical support for various hardware, software, identity and access issues maintaining user account security and management through multiple channel
• sEnsuring optimal functioning of end user devices and peripherals through analysis, maintenance, repair, and configuration
• .Demonstrating strong communication and problem-solving skills to meet service delivery expectations and reporting to management
• .Collaborating with IT and Security teams for service restoration and root cause analysi
• sIn collaboration with various IT and stakeholder teams, analyze and make recommendations for hardware and software standardization to improve end user experience
• .Maintaining technical ownership of support tickets, utilizing ZOLL’s ITIL ticketing system for documentation and escalation
• .Managing user expectations with proactive communication, and maintaining, analyzing, and troubleshooting computer systems, servers, network equipment, and peripherals
• .Participating in project teams and creating/updating team documentation and procedures
• .Perform hands on hardware support under the guidance of Infrastructure teams as neede
• dEnsuring a safe work environment and complying with all Corporate, Global IT, Security, and Service Management policies, procedures, and directive
• sRecommend process changes as needed to improve service levels
• .Create/maintain support documentation and procedures
• .Provide support, guidance, and training to End User Service Analysts and Specialist
• sStay 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

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Required/Preferred Education and Experien

• ceHigh School Diploma requir
• edDegree in Technical Field preferr
• ed4+ years experience in a technical or related fie
• ldExperience with ITSM tools like ServiceN
• owExperience and knowledge of networking protocols and configurations (wired and wireles
• s)Experience in managing user accounts, including permissions and security settin
• gsExperience supporting enterprise-grade endpoint hardware as well as smart phones including iPhone, and Android mode
• lsExperience supporting enterprise-grade endpoint hardware as well as smart phones including iPhone, and Android mode
• lsITIL, CompTIA+, Microsoft, HDI Certification Preferr

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Knowledge, Skills and Abilit

• iesExcellent customer service skills with the ability to convey technical information in user-friendly ter
• ms.Strong team collaboration skills to ensure effective End User Services operatio
• ns.Proficient relationship, conflict management, and communication skil
• ls.Excellent problem-solving abiliti
• es.Capacity to handle multiple tasks simultaneously with a sense of urgen
• cy.Proactive and punctual with efficient multitasking capabiliti
• es.Solid planning and organizational skil
• ls.Solid knowledge of basic IT security practices and protoco
• ls.Commitment to a training and development plan that involves passing certification exa
• ms.Proficiency in remote troubleshooting and support tools such as TeamView
• er.Proficiency in managing and troubleshooting different operating systems (e.g., Windows, macOS, Linu