IT Service Desk Support

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.

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.

• 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
  -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.

• 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…