IT Support Technician II (On-Site – Austin, TX)

Artivion, Inc.•Austin, TX

6d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Experience with Intune and/or Jamf is advantageous.
Experience in regulated industries (medical device, healthcare, pharma) is a plus.

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.