IT Advanced Support Technician

Total Quality Logistics; Cincinnati (OH); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Relocation paid to Cincinnati, OH

Career paths with advancement

Hybrid work environment (remote 40 hrs

Access to emerging technologies

Education reimbursement

Awarded Best Places to Work in IT 2019

Voted 2019-2023 Computerworld Best IT?

Job summary

Total Quality Logistics is seeking an IT Advanced Support Technician to be the go-to expert for resolving complex technical issues and delivering exceptional support to local and remote users, including executive leadership. You will blend hands-on troubleshooting with documentation, cross-team collaboration, and proactive problem-solving while leading small projects and mentoring junior staff.

This role emphasizes continuous improvement across IT operations, security-aligned processes, and the

Qualifications

• 5+ years IT support or related experience.
• Strong customer-service and communication skills.
• Experience with Windows 10/11 and Office 365.
• Knowledge of ITIL processes.
• Ability to mentor junior staff.
• Ability to lead small projects.

Responsibilities

• Resolve and manage complex IT issues across teams.
• Identify recurring incidents and implement solutions.
• Create and maintain knowledge base articles.
• Lead small projects and advanced hardware/software/network troubleshooting.
• Audit IT processes for security and SLAs.
• Provide support for executive leadership and conference room AV.
• Provide proactive system health checks with executives.
• Escalate incidents to NOC as needed.
• Support video conferencing and collaboration tools during live meetings.

Skills

Customer service

Technical troubleshooting

Windows administration

ITIL knowledge

Conference room AV

Documentation

Mentoring

Education

Bachelor's degree or 5 years experience

Tools

SCCM

Intune

ServiceNow

Microsoft Copilot

Microsoft 365

Job 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.

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

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 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, elevate 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 workStrong 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 Boulevard, Cincinnati, Ohio 45245

Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future, including F-1 STEM OPT, H-1B, TN, or J-1 sponsorship, will not be considered.