IT Support Technician, Tier 1

TYLin is a globally recognized, full-service infrastructure consulting firm committed to providing innovative, cost-effective, constructible designs for the global infrastructure market. With over 3,000 employees throughout the Americas, Asia, and Europe, the firm provides support on projects of varying size and complexity. Together, we enhance conventional designs with smarter, more resilient systems. We provide people with better mobility. We steward precious resources by finding more sustainable solutions.

What You'll Do

• Be a Problem-Solver: Resolve technology-related issues via phone, email, and web submissions with a proactive and solutions-oriented mindset.

• Leverage Knowledge: Use our knowledge base to troubleshoot effectively and explore new solutions when answers aren't readily available.

• Collaborate: Engage with colleagues through team chats and consult with Tier 2 support for complex issues.

• Document Clearly: Maintain accurate records in our ticketing system, outlining issues, troubleshooting steps, and resolutions.

• Contribute to Growth: Identify gaps in documentation and work with Tier 2 to expand our knowledge base.

• Follow & Improve Processes: Adhere to established procedures and recommend improvements where needed.

• Provide On-Site Support: Serve as a hands-on resource at our Cincinnati office, assisting with hardware setups and supporting IT initiatives.

• Empower New Hires: Prepare and configure equipment for new team members, ensuring a smooth onboarding experience.

What You Bring

• Education & Experience:

  • Associate degree in a technology-related field (bachelor's preferred).

  • At least 3 years of technical support experience in a structured Service Desk/Help Desk environment.

• Technical Expertise:

  • Strong skills in Windows troubleshooting and the Microsoft 365 ecosystem (Office products, Teams, SharePoint, Admin Portal, MFA).

  • Familiarity with Azure, Active Directory, SCCM/MECM, and remote support tools.

  • Knowledge of networking technologies, remote access tools (VPN, RDP), and mobile device support (iPhone, Android).

  • Experience with hardware troubleshooting, including laptops, docking stations, and peripherals.

  • Bonus: Familiarity with design software like AutoCAD, BIM, or Bentley products.

• Personal Attributes:

  • Exceptional verbal and written communication skills.

  • A self-starter who thrives with minimal supervision.

  • A curious mindset and a passion for solving problems.

  • A commitment to delivering outstanding customer support.

Work Schedule

This role requires availability from 8:00 AM to 5:00 PM Eastern Time. Candidates must be able to commit to this schedule.

Why Join Us?

• Be part of a supportive team that values innovation, collaboration, and continuous learning.

• Work in a role where your contributions make a direct impact on the organization.

• Gain exposure to diverse technologies and grow your technical expertise.

TYLin is committed to pay equity. As part of that commitment, we have provided the base compensation range of$56,000 - $102,000 annually for this position and local market. We recognize that each candidate brings a unique set of skills, experience, education and competencies to the table that will be reflected in our offer. TYLin is proud to offer exciting career development opportunities.

TYLin offers a comprehensive total rewards package. Our benefits include extensive medical, disability and life insurance coverage, continuing education benefits, paid time off, employee assistance program and a retirement savings plan with company matching contributions.

We encourage all candidates to explore our total rewards offering.

TYLin is an equal opportunity employer, and we prohibit discrimination and harassment of any type as protected by federal, provincial, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees.The company and its employees are required to comply with all local health authority, legal or lawful client requirements.