Onsite Support Engineer I

PATH FORWARD IT LLC•Naperville, IL

23h•Onsite

About The Position

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. The role requires working 100% onsite at client-assigned locations, commuting and walking between buildings as required. The company exclusively supports the healthcare industry and is a nationally recognized managed services provider (MSP).

Requirements

Basic knowledge of Active Directory: security groups, group policy fundamentals, and domain controllers.
Basic knowledge of VMware/Hyper-V for user incident support.
Basic knowledge in Microsoft Windows/Servers: patching, maintenance, and differentiating physical vs. virtual servers.
Basic troubleshooting skills in Networking (DHCP, DNS, ping, nslookup, traceroute).
Familiarity with software as assigned.
Ability to handle equipment, talk, hear, read, write, and interpret documents.
Ability to occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).

Nice To Haves

Experience with ticketing software: Incident management and time tracking.
Experience with remote system access: Running scripts and pushing approved actions.

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).