Descriptions & requirements

About the role:

As an IT Advanced Support Technician, you’ll be the go-to expert for resolving complex technical issues and delivering exceptional support to both local and remote users as well as executive leadership. You’ll handle everything from advanced troubleshooting to conference room A/V support. This role blends hands-on technical work with proactive problem-solving, documentation and cross-team collaboration. You’ll also lead small projects, mentor junior staff and help drive continuous improvement across IT operations.

What’s in it for you:

$55,000-$68,000 base salary, benefits package, and company perksPaid relocation to Cincinnati, OHAdvancement opportunities with aggressive and structured career pathsTQL's IT Team offers a hybrid work environment with the ability to work remotely 40 hours per monthAccess to the latest emerging technologiesReimbursement for continuous education and technical trainingWe win wherever we go – Voted a 2019-2023 Computerworld Best Places to Work in IT

What you’ll be doing:

Resolve and manage complex issues, collaborating closely with Database, Application Development, Endpoint Engineering and Infrastructure teams Proactively identify patterns in recurring incidents, tasks, and service requests, then develop and implement innovative, sustainable solutions to optimize processes, minimize incident frequency and reduce manual effortCreate and maintain Technical Knowledge Base articles to document resolutions, standard processes and support best practicesLead small‑scale projects and advanced troubleshooting for hardware, software and networking environmentsAudit and monitor IT processes, ensuring adherence to security standards and internal SLAsProvide analytical support and serve as subject matter experts to junior membersCalmly and professionally deliver flawless end‑user support services and issue resolution to executive‑level employees Execute proactive system health checks and updates with executives and their assistants to ensure consistent and stable system performanceEscalate critical incidents to the IT Incident Management/NOC team as neededProvide timely troubleshooting for conference‑room AV system issues (room displays, Microsoft Teams Rooms, ceiling microphones, content sharing, etc.)Perform routine audits of meeting‑space technologies, escalate potential issues and collaborate on recommended support and process improvementsProvide on‑demand support for video conferencing, presentation and collaboration tools during live meetings, including large corporate units, and executive or senior leadership

What you need: 

Exceptional customer‑service skills and ability to tailor communication for all levelsStrong verbal and written skills; able to translate technical issues into business‑friendly termsSelf‑starter with excellent organization and multitasking skills, with ability to manage project and ticket workStrong team‑player mentality and ability to work with minimal supervisionPossess the ability to communicate effectively with users, peers and managementMaintains advanced working knowledge of the latest Windows operating systems and Windows-based user applicationsKnowledge of Microsoft Office 365, Windows 11, SCCM, Intune, Microsoft Copilot, ServiceNow or equivalent ITSM toolIntermediate Server, Networking and Remote User SkillsExperience in Server and Windows TroubleshootingAbility to support mobile devices (iOS and Android) with TQL specific applications or use casesUnderstanding of ITIL framework and best practices for incident, problem and change managementMust have the ability to work in a team environmentCollege degree or at least 5 years equivalent business experience preferred

Where you'll be: 4289 Ivy Pointe Blvd Cincinnati, OH 45245