Onsite IT Support Engineer I — Growth & PTO

Path Forward LLC; Evansville (IN); On-site; USD 55,000 - 70,000; 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 hands-on technical support directly at client locations and by phone. This role follows documented procedures, monitors ticket queues, and ensures SLAs are met.

You will work 100% onsite at client locations, document all activities, and escalate issues following IT Glue processes. Strong communication with vendors and customers is essential for success.

Qualifications

• Experience documenting activities, projects, and tickets in a ticketing system.
• Ability to hand off in-progress tickets and document before shifts end.
• Monitor ticket gateways and queues; escalate issues per process.
• Create or update IT Glue articles with new findings.
• Communicate with vendors to resolve outages.
• Provide onsite troubleshooting and client interaction.

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.

Skills

Documentation

Ticketing systems

Onsite support

Remote access scripts

Active Directory basics

VMware/Hyper-V basics

Windows patching

Networking basics

Tools

Incident management software

IT Glue

VMware

Hyper-V

Job description

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

You will work 100% onsite at client locations, document all activities, and escalate issues following IT Glue processes. Strong communication with vendors and customers is essential for success.