IT Support Technician (Cincinnati)

The Onsite IT Support Engineer is responsible for providing advanced technical support, troubleshooting, andhands-on assistance within an organizations physical locations. Operate under the guidance of a supervisor andas per the SOPs, instructions, and supervision provided. A key focus of this role includes expertise in OperatingSystem (OS) imaging and deployment. This position serves as an escalation point for Level 1 support, ensuring reliable, secure, and efficient IT operations. Provide on-site support as required by L3 at critical instances, including over the phone calls, online collaboration tools, etc.

Key Responsibilities :

Provide onsite technical support for desktops, laptops, printers, and other end-user devices.

Troubleshoot, diagnose, and resolve hardware and software issues escalated from Level 1 support.

Perform OS imaging, deployment, and re-imaging of devices using industry tools (e.g., Microsoft MDT,

SCCM, Intune etc.). Provide break / fix support for desktops, laptops, and peripherals as requested.

Maintain and update standardized OS images as per organizational requirements.

Troubleshoot Windows OS, hardware, and enterprise applications.

Reinstall / configure applications as needed.

Coordinate with third-party vendors for escalations and hardware replacements.

Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.).

Ensure devices are up to date with security patches, drivers, and approved software.

Support user account management (Active Directory, Azure etc.).

Conduct site visits for asset management, network troubleshooting, and infrastructure checks.

Document incident resolutions and contribute to knowledge base articles for future reference.

Collaborate with network, server, and security teams for complex issue resolution.

Maintain compliance with organizational IT policies and data protection standards.

Required Skills & Qualifications

Diploma or Bachelors degree in Information Technology, Computer Science, or a related field.

4+ years in a technical support role, OS Imaging support, User administration.

Proficient in Windows. Proficient with macOS environment will be added advantage.

Deep knowledge of OS deployment tools and methodologies.

Familiarity with Active Directory, Azure, Intune, basic networking concepts, and remote support tools.

Strong analytical, troubleshooting, and problem-solving skills.

Excellent communication, customer service, and interpersonal abilities.

Reporting & Work Environment

Reports to : IT Services Manager or Onsite IT Lead.

Work Location : Primarily physically onsite, may require travel between company offices / campuses.

Occasional after-hours support for major deployments or urgent issues.