IT Service Desk Support

Argon Medical Devices, Inc.; Wheeling (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Argon Medical Devices, Inc. is seeking a Service Desk Technician II to provide advanced IT support for end users and to escalate complex issues beyond Tier 1.

The role focuses on desktops, laptops, OS, applications, and peripherals, with emphasis on Microsoft 365 services and endpoint management. You will own incidents from discovery to resolution, document activities diligently, and contribute to knowledge bases and IT projects.

Qualifications

• Three to five years of related IT support experience.
• Experience with IT service management or ticketing systems.
• Strong knowledge of authentication and networking concepts.

Responsibilities

• Provide Tier 2 technical support for 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 using Microsoft Intune and related endpoint-management solutions.
• Assist with Microsoft Entra ID-related end-user support, including account access, authentication, MFA, and device issues.
• Troubleshoot network connectivity issues and perform initial network diagnostics and escalation.
• Maintain accurate documentation of troubleshooting and resolutions in the IT service management system.

Skills

Tier 2 support

Endpoint management

Microsoft Entra ID

Analytical troubleshooting

Communication skills

Education

High school diploma or equivalent

Associate degree or higher

Tools

Microsoft Intune

Microsoft Entra ID

Windows 11

Microsoft 365

Job description

Company Overview:

Argon Medical Devices is a global manufacturer of specialty medical products, headquartered in Plano, Texas. Argon offers a broad line of medical devices for Interventional Radiology, Vascular Surgery, Interventional Cardiology and Oncology. Argon’s brand is recognized for best-in-class products that improve patient outcomes via percutaneous, image-guided procedures.Our values describe what we believe in and how we operate. These values are our moral compass which guide our decisions and define the deeply held beliefs and principles of our organizational culture. Argon Medical is a family of individuals united by a mission and culture which continue to grow stronger every day.

This position is not eligible for visa sponsorship

Position Overview:

The Service Desk Technician II provides advanced technical support for end users and serves as an escalation point for issues that require troubleshooting beyond Tier 1 support. This position is responsible for diagnosing and resolving incidents involving endpoint hardware, software, operating systems, Microsoft 365 services, user access, peripherals, and related workplace technology.

The Service Desk Technician II takes ownership of 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.

What you will do:

• 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 the responsibilities of the Service Desk.
• Troubleshoot network connectivity issues and perform appropriate initial network diagnostics and escalation.
• Perform computer provisioning, deployment, replacement, refresh, and decommissioning activities in accordance with established IT procedures.
• Maintain ownership of assigned incidents and requests, providing users with appropriate status updates through resolution or escalation.
• Accurately document troubleshooting performed, resolutions, user communications, and other relevant activity in the organization's IT service management system.
• Identify recurring incidents and trends and elevate 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 that improves first-contact resolution.
• Follow established information-security requirements and immediately elevate suspected security incidents or potentially compromised systems or accounts.
• Participate in IT projects, hardware and software deployments, technology upgrades, and other departmental initiatives.

Skills for Success:

• High school diploma or equivalent required; additional technical education, training, or college coursework is preferred.
• 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 when troubleshooting issues, determining appropriate resolutions, assessing business impact, and deciding 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 follows issues through resolution, escalation, or appropriate handoff.
• Identify opportunities to improve support processes, documentation, standardization, and the overall effectiveness of IT services.

Preferred Education and Experience

• 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