IT Support Technician III

Company Overview

Headquartered in suburban Atlanta, Georgia, Artivion, Inc. specializes in developing innovative medical devices aimed at addressing challenging cardiac and vascular conditions. Our Austin facility houses a diverse team dedicated to producing the On-X Mechanical Heart Valves. With over 1,400 employees globally and manufacturing sites in Atlanta, Austin, and Hechingen, Germany, Artivion serves healthcare professionals in over 100 countries. For more details, visit our website at www.artivion.com.

Position Objective:

The IT Support Technician III will maintain the daily operations of all computer and software systems, mobile and cellular devices, printers and copiers, phone systems, fax machines, and A/V equipment. They will provide technical advice and support to facilitate end-users' use of computer software and hardware and offer network administration and support. In addition to these traditional IT support responsibilities, they will provide first-level support for cybersecurity incidents, and actively contributing to the organization's overall security posture.

Responsibilities:

• Supports networked computers in a 1,000+ node network, multi-location, multi-national environment.
• Provide excellent customer support to our senior leadership team (Directors, VPs, COO, CFO, CEO)
• Provides excellent customer service to all users in the organization, ensuring resolution is timely and accurate according to Service and Business Level Agreements.
• Supports Windows & macOS operating systems, Intune, JAMF, IBM Notes, NAV/SAP client connectivity, Microsoft Office & Microsoft 365 apps, network printers and copiers, wired and wireless networking, and mobile and wireless devices (i.e. iOS, Android, Windows, etc.).
• Provides 1st level cybersecurity support by promptly addressing security alerts, managing security tools such as antivirus and firewalls, and assisting in the coordination of responses to security incidents.
• Provides all levels technical support for end-users.
• Provides all levels support and assistance for Technical Support Personnel.
• Provides all levels support for PBX, phones, and voice systems.
• Provides all levels support, assistance, and maintenance for Audio/Visual and VTC systems.
• Maintains hardware and software inventory, controls lifecycle of hardware and software assets, and performs asset disposals.
• Identifying, evaluating, and mitigating potential security risks.
• Assist with security audits, perform vulnerability assessments, and identify areas of weakness within the IT infrastructure.
• Contribute to the creation of training materials to promote security awareness within the organization.
• Records details of all support incidents and requests into the Helpdesk system.
• When necessary, works closely other departments to ensure a timely and efficient resolution to incidents and requests.
• Collaborates closely with the cybersecurity team to align IT support activities with the organization's broader security strategies, ensuring a cohesive and proactive approach to mitigating cybersecurity risks.
• Actively stays abreast of the latest cybersecurity trends and threats, participating in continuous professional development to ensure the organization's defense mechanisms are robust and current

Other responsibilities as assigned.

Qualifications:

• Bachelor's degree or relevant work experience, supporting a business environment with IT Support
• Excellent communications and organizational skills
• Experience with supporting senior leadership (Directors, VPs, COO, CFO, CEO)
• Microsoft Windows (10/11): Advanced troubleshooting and support for OS-related issues, user profiles, group policies, and driver conflicts.
• macOS: Proficient in diagnosing and resolving macOS-related problems in enterprise environments.
• Jamf Pro: Experience deploying, configuring, and managing Mac devices using Jamf Pro or Jamf School, including policies, profiles, and scripts is an advantage
• Microsoft Intune (Endpoint Manager): Strong knowledge of mobile device management (MDM) and mobile application management (MAM) for Windows and macOS devices is an advantage Experience with device compliance policies, app deployment, and conditional access.
• Active Directory: Skilled in user and group administration, OU& group policy management.
• Phone systems, PBX, Voice-mail experience a plus
• Willingness to provide afterhours support (as required).

Benefits:

• Comprehensive Medical, Dental, and Vision
• Life Insurance
• Supplemental Benefits
• 401(k) with both Traditional and Roth options available
• Employee Stock Purchase Plan (ESPP)
• 10 Paid Company Holidays
• Competitive PTO plan
• Tuition Reimbursement

Equal Employment Opportunity Employer (EEO):
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status under applicable law.