IT Advanced Support Technician

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., * 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 effort
• Create and maintain Technical Knowledge Base articles to document resolutions, standard processes, and support best practices
• Lead small-scale projects and advanced troubleshooting for hardware, software and networking environments
• Audit and monitor IT processes, ensuring adherence to security standards and internal SLAs
• Provide analytical support and serve as subject matter experts to junior members
• Calmly 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 performance
• Escalate critical incidents to the IT Incident Management/NOC team as needed
• Provide 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 improvements
• Provide on-demand support for video conferencing, presentation and collaboration tools during live meetings, including large corporate units, and executive or senior leadership

• Exceptional customer-service skills and ability to tailor communication for all levels
• Strong verbal and written skills; able to translate technical issues into business-friendly terms
• Self-starter with excellent organization and multitasking skills, with ability to manage project and ticket work
• Strong team-player mentality and ability to work with minimal supervision
• Possess the ability to communicate effectively with users, peers, and management
• Maintains advanced working knowledge of the latest Windows operating systems and Windows-based user applications
• Knowledge of Microsoft Office 365, Windows 11, SCCM, Intune, Microsoft Copilot, ServiceNow or equivalent ITSM tool
• Intermediate Server, Networking and Remote User Skills
• Experience in Server and Windows Troubleshooting
• Ability to support mobile devices (iOS and Android) with TQL specific applications or use cases
• Understanding of ITIL framework and best practices for incident, problem and change management
• Must have the ability to work in a team environment
• College degree or at least 5 years equivalent business experience preferred

What’s in it for you:

• Paid relocation to Cincinnati, OH
• Advancement opportunities with aggressive and structured career paths
• TQL’s IT Team offers a hybrid work environment with the ability to work remotely 40 hours per month
• Access to the latest emerging technologies
• Reimbursement for continuous education and technical training
• We win wherever we go - Voted a 2019-2023 Computerworld Best Places to Work in IT