Onsite Support Engineer I

Description

Onsite Support Engineer I

Company: Path Forward IT
Location: Evansville, IN

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).
• Work 100% onsite at client-assigned locations, commuting and walking between buildings as required.

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, trace route).
• 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).

If this sounds like what you’re looking for, it could be a great fit—for you and for us.

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. 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.

A Team Environment Built for Growth

Joining Path Forward IT means working 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. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team. You’ll enjoy the best of both worlds:

• The autonomy and client engagement typical of a local MSP
• The resources, support, and structure of a leading national IT services organization

A Unique Opportunity Through Blue Alliance

As a Blue Alliance partner company, Path Forward IT provides team members with unmatched opportunities to learn, lead, and succeed. Each…