Security Officer - Weekends

About the role:

The IT Advanced Support Technician will 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. This role will handle everything from advanced troubleshooting to conference room A/V support. Additionally, this role blends hands\-on technical work with proactive problem\-solving, documentation and cross\-team collaboration. Lastly, this role will lead small projects, mentor junior staff and help drive continuous improvement across IT operations.

What you'll be doing:

• Resolve and manage complex issues, collaborating closely with Database, Application Development, Endpoint Engineering and Infrastructure teams
• 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:

• Bachelor’s Degree in IT or five years of equivalent business experience preferred
• Certificate(s) in Microsoft Office or equivalent preferred
• Two years’ IT help desk or related experience required
• Experience in Server and Windows Troubleshooting
• 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
• 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

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 (e.g., F\-1 STEM OPT, H\-1B, TN, J1 etc.) will not be considered.