Onsite IT Support Engineer I — Client-Facing

Path Forward IT; Chicago (IL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

9 paid holidays

401K with matching

Medical, vision and dental insurance

Life and disability insurance

Cell phone stipend

3 weeks PTO

Job summary

Path Forward IT is seeking an Onsite Support Engineer I to provide technical support at client locations and by phone. The role follows documented procedures, monitors ticket queues, and ensures SLAs are met.

You will document activities in the ticketing system, hand off tickets, escalate issues when needed, and build strong client rapport during onsite visits. This is a 100% onsite role requiring travel between client sites.

Qualifications

• Experience with IT ticketing systems and incident management.
• Ability to document activities, tickets and resolutions clearly.
• Familiarity with Active Directory basics and group policies.

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 as documented.
• Create or update IT Glue articles with new customer findings.
• Communicate with vendors to resolve outage issues.
• Build client rapport during onsite assignments and be ready for 100% onsite work.

Tools

Ticketing software

Remote system access

Active Directory

VMware/Hyper-V

Windows/Servers

Networking

Job description

Path Forward IT is seeking an Onsite Support Engineer I to provide technical support at client locations and by phone. The role follows documented procedures, monitors ticket queues, and ensures SLAs are met.

You will document activities in the ticketing system, hand off tickets, escalate issues when needed, and build strong client rapport during onsite visits. This is a 100% onsite role requiring travel between client sites.