Onsite Support Engineer I

About the Role

Path Forward IT is seeking an Onsite Support Engineer I to provide technical support directly at client locations and by phone as assigned. This role follows documented procedures, monitors ticket queues, and ensures service level agreements (SLAs) are met.

Responsibilities

• Document all activities, projects, and tickets daily in the ticketing system.
• Handoff and document in-progress tickets before the end of each shift.
• Monitor the ticket gateway and designated queues.
• Escalate issues as documented in IT Glue.
• Create or update IT Glue articles with new customer findings.
• Communicate with vendors to resolve outage issues.
• Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).
• Work 100% onsite at client-assigned locations, commuting and walking between buildings as required.
• Maintain established ticket SLAs as defined by manager.
• Maintain customer satisfaction (CSAT) scores as defined by manager.
• Submit weekly timesheets by end of shift Friday.
• Work and document established billable hours each week.
• Be available for scheduled on-call rotations.
• Meet annual goals and objectives set in HRIS with quarterly reviews.

Requirements

Technical Proficiencies

• Ticketing software: Incident management and time tracking.
• Remote system access: Running scripts and pushing approved actions.
• Active Directory: Basic knowledge of security groups, group policy fundamentals, and domain controllers.
• Virtualization: Basic knowledge of VMware/Hyper-V for user incident support.
• Microsoft Windows/Servers: Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers.
• Networking: Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute).
• Software as assigned.

Physical Requirements

• Ability to handle equipment, talk, hear, read, write, and interpret documents.
• Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).

About the Company

Path Forward IT, a Blue Alliance company, is a nationally recognized managed services provider (MSP) that exclusively supports the healthcare industry. Ranked among the top 15% of MSPs nationwide, we deliver world-class IT services that ensure technology never stands in the way of patients receiving the care they need. Our work is driven by urgency, empathy, and a patient-centered mindset. We understand the critical nature of healthcare operations and prioritize our work to empower providers to focus on what matters most: delivering exceptional care.

Founded in 2002, Path Forward IT has grown to a team of over 100 professionals located across 40+ states. We foster a collaborative, career-focused culture where team members thrive. Many of our employees have been with us for years, and we regularly celebrate 5- and 10-year milestones.

Benefits

• Be part of a fun, awesome team
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision and dental insurance
• Life insurance and disability insurance
• Cell phone stipend
• 3 weeks PTO

Why Join Us

• Entrepreneurial Culture
• Fast-paced Flow, with a Variety of Projects
• Collaborative Work Environment
• Training & Certifications
• Career Growth Opportunities
• A Team Environment Built for Growth: Work alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance Network, you gain access to a community of hundreds of peers and experts across the country.
• A Unique Opportunity Through Blue Alliance: Each company in the network maintains its unique identity while working toward shared goals.