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.

Key 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).

Expectations

- 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.

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).

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).

Benefits

- 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 Path Forward IT?

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.