Onsite IT Support Specialist I

Path Forward LLC; Chicago, Northern (IL, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

9 paid holidays

401K Retirement with matching

Excellent medical, vision and dental

Life insurance and disability

Cell phone stipend

3 weeks PTO

Job summary

Path Forward IT in Chicago is seeking an Onsite Support Engineer I to deliver hands-on IT support at client sites and via phone, following documented procedures and SLAs. Responsibilities include ticketing, escalation, and knowledge-base updates to improve service delivery.

You will document activities, manage tickets, participate in on-call rotations, and build strong rapport with clients during onsite visits, contributing to timely resolutions and high CSAT while maintaining professional

Qualifications

• Onsite work at client locations with documented procedures.
• Ability to meet ticket SLAs and maintain CSAT targets.
• Willingness to participate in on-call rotations.

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

Ticketing software

Remote access

Active Directory

Virtualization

Windows/Servers

Networking

Software as assigned

Job description

Path Forward IT in Chicago is seeking an Onsite Support Engineer I to deliver hands-on IT support at client sites and via phone, following documented procedures and SLAs. Responsibilities include ticketing, escalation, and knowledge-base updates to improve service delivery.

You will document activities, manage tickets, participate in on-call rotations, and build strong rapport with clients during onsite visits, contributing to timely resolutions and high CSAT while maintaining professional