IT Support Technician II (Onsite - Austin, TX)

Company Overview:

Headquartered in suburban Atlanta, Georgia, Artivion, Inc. is a medical device company focused on developing simple, elegant solutions that address cardiac and vascular surgeons' most difficult challenges in treating patients with aortic diseases. Artivion's four major groups of products include: aortic stent grafts, surgical sealants, On-X mechanical heart valves, and implantable cardiac and vascular human tissues. Artivion has over 1,400 employees worldwide with sales representation in over 100 countries. The Company has manufacturing facilities located in Atlanta, Georgia, Austin, Texas and Hechingen, Germany. Additionally, it has sales and distribution offices in various countries throughout Europe, Asia, and South America. For additional information about Artivion, visit our website, www.artivion.com.

Position Overview:

The IT Support Engineer II provides advanced technical support and problem resolution across US and LATAM locations, handling complex incidents and providing first through third-line support to end users. This role ensures operational continuity and contributes to process improvements and project execution under the guidance of the IT Manager.

Responsibilities:

• Act as the primary point of contact for IT support requests from end-users via phone, email, or ticketing system.
• Provide advanced support for desktops, laptops, mobile devices, and enterprise applications, resolving technical issues efficiently.
• Troubleshoot complex hardware, software, and network issues, including connectivity, VPN, and collaboration tools.
• Assist in system configuration, deployment, and maintenance for desktops, laptops, mobile devices, and other IT infrastructure.
• Perform account management tasks in complex systems, including Active Directory, email systems, and access permissions.
• Support IT projects such as software rollouts, hardware upgrades, system migrations, and other initiatives, either independently or under guidance.
• Document solutions, processes, and best practices in the IT knowledge base to enhance team efficiency.
• Ensure compliance with IT security policies, corporate standards, and regulatory requirements.
• Proactively identify and resolve recurring technical issues to improve service quality and efficiency.
• Collaborate with internal IT teams, vendors, and service providers to complete projects and maintain IT operations.
• Incident Resolution - Timely and accurate resolution of all support tickets.
• End-User Satisfaction - High satisfaction scores from end-users for responsiveness and quality of support.
• Process Compliance - Adherence to IT support processes, escalation procedures, and documentation standards.
• Technical Problem-Solving & Improvements - Effective handling of escalated issues and second-line support requests. Implementation of proactive solutions that reduce recurring issues and improve efficiency.
• Knowledge Base & Team Support - Accurate documentation and sharing of solutions to improve team efficiency and reduce recurring issues.
• Project Contributions - Successful support and execution of IT projects and system upgrades.

Qualifications:

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3-6 years of IT support experience, including exposure to more complex technical tasks and problem-solving.
• Strong hands-on experience with Windows and macOS systems, mobile devices, and enterprise applications.
• Solid understanding of networking concepts (LAN, VPN, Wi-Fi troubleshooting).
• Experience with IT ticketing systems and service management processes (ITIL knowledge preferred).
• Excellent communication and interpersonal skills, able to explain technical concepts clearly to non-technical users.
• Customer-focused, proactive, and solution-oriented with strong problem-solving skills.
• Ability to prioritize tasks, manage multiple incidents, and work effectively in a fast-paced environment.
• Experience with Intune and/or Jamf is advantageous.
• Experience in regulated industries (medical device, healthcare, pharma) is a plus.
• Willingness to provide after hours support (as required).
• Ability to work under pressure and deliver to tight deadlines in a timely manner.
• Good attention to detail and ability to work to a high standard alongside strong planning and scheduling skills.
• Ability to work independently and collaboratively.
• Ability to work in a fast-paced and dynamic environment.
• Ability to work in a team and independently to fix issues with little or no supervision.
• Excellent organizational, project management and follow-up skills.
• Ability to build effective working relationships at all levels of the organization.
• Provide continuous analysis and improvement of global IT systems & processes.