Onsite IT Support Engineer I — Growth & Impact

Socket.dev; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

9 paid holidays

401K with matching

Medical, vision & dental

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 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.

You will work 100% onsite at client sites, document all activities in the ticketing system, escalate issues per IT Glue, and build strong rapport with clients during onsite troubleshooting.

Qualifications

• Experience using ticketing systems and documenting actions.
• Ability to perform remote system access per procedures.
• Basic knowledge of AD, domains, and server maintenance.
• Familiarity with basic virtualization and networking concepts.

Responsibilities

• Document all activities 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 per IT Glue procedures.
• Create or update IT Glue articles with new customer findings.
• Communicate with vendors to resolve outage issues.
• Build client rapport during onsite troubleshooting (in-person).
• Work 100% onsite at client locations.

Skills

Ticketing system

Remote access

Active Directory

Virtualization

Windows Server

Networking basics

Software as assigned

Job description

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.

You will work 100% onsite at client sites, document all activities in the ticketing system, escalate issues per IT Glue, and build strong rapport with clients during onsite troubleshooting.