Artivion, Inc. · 1 day ago
IT Support Technician II (Onsite - Austin, TX)
Austin, TX
Full-time
Onsite
Mid Level
3+ years expArtivion, Inc. is a medical device company focused on developing solutions for cardiac and vascular surgeons. The IT Support Engineer II provides advanced technical support and problem resolution, ensuring operational continuity and contributing to process improvements across US and LATAM locations.
Biotechnology
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
Qualification
Required
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
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
Preferred
Experience with IT ticketing systems and service management processes (ITIL knowledge preferred)
Experience with Intune and/or Jamf is advantageous
Experience in regulated industries (medical device, healthcare, pharma) is a plus
Company
Artivion, Inc.
Artivion is a leader in the manufacturing, processing, and distribution of medical devices and implantable tissues used in cardiac and vascular surgical procedures focused on aortic repair.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Pat Mackin
President & CEO
Ashley Lee
EVP, COO & CFO
Company data provided by crunchbase