IT Advanced Support Technician

TQL•Cincinnati, OH

13d•Hybrid

About The Position

As an IT Advanced Support Technician, you will resolve complex technical issues and provide support to local and remote users, including executive leadership. The role combines advanced troubleshooting, conference-room audio/visual support, proactive problem-solving, documentation, and cross-team collaboration. You will also lead small projects, mentor junior staff, and contribute to continuous improvement across IT operations. The position is based at 4289 Ivy Pointe Boulevard, Cincinnati, Ohio 45245. TQL offers a hybrid work environment with the ability to work remotely 40 hours per month. Paid relocation to Cincinnati is available. Employment visa sponsorship is unavailable for this position.

Requirements

Exceptional customer-service skills and the ability to tailor communication for all levels.
Strong verbal and written communication skills, including the ability to explain technical issues in business-friendly terms.
Self-starter with excellent organization and multitasking skills, able to manage project and ticket work.
Strong team-player mentality and ability to work with minimal supervision.
Ability to communicate effectively with users, peers, and management.
Advanced working knowledge of current Windows operating systems and Windows-based user applications.
Knowledge of Microsoft Office 365, Windows 11, SCCM, Intune, Microsoft Copilot, and ServiceNow or an equivalent ITSM tool.
Intermediate server, networking, and remote-user skills.
Experience troubleshooting servers and Windows.
Ability to support iOS and Android mobile devices with TQL-specific applications or use cases.
Understanding of the ITIL framework and incident, problem, and change management best practices.
Ability to work in a team environment.

Nice To Haves

A college degree or at least 5 years of equivalent business experience is preferred.

Responsibilities

Resolve and manage complex issues in collaboration with Database, Application Development, Endpoint Engineering, and Infrastructure teams.
Identify recurring incident, task, and service-request patterns and develop sustainable solutions to improve processes, reduce incidents, and minimize manual effort.
Create and maintain Technical Knowledge Base articles documenting resolutions, standard processes, and support best practices.
Lead small-scale projects and perform advanced troubleshooting across hardware, software, and networking environments.
Audit and monitor IT processes to ensure compliance with security standards and internal SLAs.
Provide analytical support and act as a subject matter expert for junior team members.
Deliver professional end-user support and resolve issues for executive-level employees.
Conduct proactive system health checks and updates with executives and their assistants.
Escalate critical incidents to the IT Incident Management/NOC team as needed.
Troubleshoot conference-room AV systems, including room displays, Microsoft Teams Rooms, ceiling microphones, and content sharing.
Perform routine audits of meeting-space technologies, escalate potential issues, and collaborate on support and process improvements.
Provide on-demand support for video conferencing, presentation, and collaboration tools during live meetings, including meetings for large corporate units and executive or senior leadership.
Mentor junior staff and contribute to continuous improvement across IT operations.