IT Service Desk Support

Argon Medical Devices Inc•Arlington Heights, IL

About The Position

The Service Desk Technician II provides advanced technical support for end users and serves as an escalation point for issues requiring troubleshooting beyond Tier 1 support. The role diagnoses and resolves incidents involving endpoint hardware and software, operating systems, Microsoft 365 services, user access, peripherals, and related workplace technology. The technician owns assigned incidents and service requests from initial investigation through resolution or appropriate escalation, maintaining accurate and timely documentation throughout the support lifecycle. The position also assists Tier 1 technicians, contributes to knowledge documentation, supports endpoint deployment and lifecycle activities, and participates in IT projects and continuous service-improvement initiatives. Argon Medical Devices is a global manufacturer of specialty medical products headquartered in Plano, Texas. This position is not eligible for visa sponsorship.

Requirements

High school diploma or equivalent required.
Three to five years of related IT support, Service Desk, desktop support, or end-user computing experience, or an equivalent combination of education and experience.
Working knowledge of user accounts, authentication, networking concepts, and endpoint-management technologies.
Experience using an IT service management or ticketing system to document and manage incidents and service requests.
Strong analytical, troubleshooting, organizational, and problem-solving skills.
Strong written and verbal communication skills.
Use sound technical judgment to troubleshoot, determine resolutions, assess business impact, and decide when escalation is required.
Use a structured troubleshooting methodology to identify root causes and resolve hardware, software, operating system, application, authentication, and connectivity issues.
Communicate professionally with users, set appropriate expectations, provide timely status updates, and maintain focus on the end-user experience.
Work collaboratively with Service Desk personnel, other IT teams, management, vendors, and business stakeholders.
Take responsibility for assigned incidents and requests and follow issues through resolution, escalation, or appropriate handoff.
Identify opportunities to improve support processes, documentation, standardization, and the overall effectiveness of IT services.

Nice To Haves

Additional technical education, training, or college coursework.
Associate degree, bachelor's degree, or technical training in Information Technology, Computer Science, or a related discipline.
Experience with Microsoft Intune, Microsoft Entra ID, Windows 11, and Microsoft 365 administration or support.
Experience supporting enterprise-managed endpoints and device deployment or refresh processes.
Experience with IT service management practices and structured incident, request, problem, and knowledge-management processes.
Relevant industry certifications such as CompTIA A+, CompTIA Network+, Microsoft 365, or Microsoft endpoint-related certifications.

Responsibilities

Provide Tier 2 technical support for incidents and service requests involving desktops, laptops, operating systems, applications, peripherals, and related end-user technologies.
Diagnose and resolve complex technical issues escalated by Tier 1 Service Desk Technicians.
Support endpoint management and deployment activities using technologies such as Microsoft Intune and related Microsoft endpoint-management solutions.
Assist with Microsoft Entra ID-related end-user support, including account access, authentication, multifactor authentication, and device-related issues within Service Desk responsibilities.
Troubleshoot network connectivity issues and perform appropriate initial network diagnostics and escalation.
Perform computer provisioning, deployment, replacement, refresh, and decommissioning in accordance with established IT procedures.
Own assigned incidents and requests, providing users with appropriate status updates through resolution or escalation.
Document troubleshooting, resolutions, user communications, and other relevant activity in the organization's IT service management system.
Identify recurring incidents and trends and escalate potential problems for further investigation.
Create, maintain, and improve technical documentation, troubleshooting procedures, and knowledge-based articles.
Provide technical guidance and assistance to Tier 1 Service Desk Technicians and share knowledge to improve first-contact resolution.
Follow information-security requirements and immediately escalate suspected security incidents or potentially compromised systems or accounts.
Participate in IT projects, hardware and software deployments, technology upgrades, and other departmental initiatives.