About the role: As an IT Advanced Support Technician, youll 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. Youll 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. Youll also lead small projects, mentor junior staff and help drive continuous improvement across IT operations. Whats in it for you: * $55,000-$68,000 base salary, benefits package, and company perks * 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 What youll 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 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 What you need: * 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 Where you'll be: 4289 Ivy Pointe Blvd Cincinnati, OH 45245