Senior IT Support Specialist

At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives.

ZOLL has been Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career.

Job Summary

Leads team in providing hardware and software support to internal customers. Responsible for guiding HelpDesk staff 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.

Essential Functions

• Provides metrics and status reports to the Supervisor, IT HelpDesk
• 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
• Assist in training team members a on all processes and procedures
• Assist the HelpDesk team with documenting, deploying, maintaining, analyzing, troubleshooting, and repairing computer systems and computer peripherals
• Provide assistance in the documentation, deployment, maintenance, and upgrades of all computer software systems
• Supports and maintains user account information including rights, security and systems groups
• Resolves trouble tickets for IT related issues
• Ensures security and privacy of company data and equipment
• Oversee the setup and maintenance of MS Exchange accounts for all LifeVest employees
• 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
• Provide technical guidance to IT Support Specialists
• Act as a bridge between the HelpDesk and the Systems Administration team

Required/Preferred Education and Experience

• High School Diploma required or
• General education degree (GED) required and
• Technical degree preferred
• 4+ years of experience in the field or in a related area
  required
• Certifications from CompTIA, Microsoft or HDI Preferred

Knowledge, Skills and Abilities

• Familiar with a variety of the field's concepts, standards, practices, and procedures

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit, talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Working Conditions

• This position is generally performed in a typical office environment that is usually quiet. Employee is expected to work collaboratively with team members, as well as able to work independently with limited supervision. Work will require significant computer and telephone work.

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.