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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # End User Support Specialist - **Company:** ZOLL Resuscitation - **Location:** Pawtucket, RI, United States (Remote available) - **Salary:** $62,400.0 - $66,768.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Linux, Human-Computer Interaction, Issue Tracking Systems, Local Security Policy, Network Protocols, TeamViewer, Information Technology, Servicenow, User Accounts - **Published:** June 12, 2026 - **Apply:** https://diversityjobs.com/career/17236489/End-User-Support-Specialist-Rhode-Island-Pawtucket ## About the Role * High School required or * Degree in technical field preferred * ITIL, CompTIA+, Microsoft, HDI certification Preferred Knowledge, Skills and Abilities * 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 Travel Requirements * Some domestic and international travel may be required. ## Description The End User Services Specialist is a key member of the End User Services team in the ZOLL Global IT Technology Services organization. The End User Services Specialist has a passion for technology and excellence in customer service enabling this person to provide comprehensive IT support to our end users. This person is a tech enthusiast who thrives on positive, direct user interaction, and solving technical issues with a user-friendly touch while adhering to security protocols. This person is a crucial link between the IT departments and the rest of the organization, ensuring seamless integration of technology and user needs., * 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [One year of the CO2-challenge – insights and lessons learned](https://www.wearedevelopers.com/videos/100251-one-year-of-the-co2-challenge-insights-and-lessons-learned) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)