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# IT Advanced Support Technician

- **Company:** TQL
- **Location:** Cincinnati, OH, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple IOS, Collaborative Software, Databases, Information Technology Operations, System Center Configuration Manager, Microsoft Copilot, Software Engineering, Microsoft InTune, Servicenow
- **Published:** October 27, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9965b52b14ed492e

## About the Role

* 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

## Description

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