Support Engineer I

Path Forward LLC; Northern (KY); On-site; USD 45,000 - 65,000; Full time

Job summary

Path Forward IT in the United States is seeking a Support Engineer I to provide technical assistance by phone or ticketing system, with occasional on-site support. You will follow documented procedures, monitor queues, and uphold SLAs while building rapport with customers.

In this role you will document work in the ticketing system, escalate issues per IT Glue, and contribute to knowledge Base through IT Glue documentation.

Qualifications

• Experience providing technical support via ticketing systems and phone.
• Ability to document actions and escalate per procedures.
• Familiarity with AD, DNS, DHCP, and basic network troubleshooting.

Responsibilities

• Document all time daily (activities, projects, tickets) in the ticketing system in real time
• Ensure in-progress tickets are properly documented and handed off before the end of each shift
• Monitor ticket gateway and designated queues
• Escalate issues according to documented procedures in IT Glue
• Create or update documentation in IT Glue based on new customer findings
• Build client rapport during onsite assignments through troubleshooting and direct interaction
• Travel 50-75% as required

Skills

Remote troubleshooting

Tools

IT Glue

VMware

Hyper-V

Windows Server

Active Directory

DHCP

DNS

nslookup

traceroute

ping

Job description

The Support Engineer I provides technical support primarily by phone or ticketing system, with occasional onsite support as needed. This role follows documented support procedures, monitors ticket queues, and maintains ticket and phone service level agreements (SLAs).

Key Responsibilities

• Document all time daily (activities, projects, tickets) in the ticketing system in real time
• Ensure in-progress tickets are properly documented and handed off before the end of each shift
• Monitor ticket gateway and designated queues
• Escalate issues according to documented procedures in IT Glue
• Create or update documentation in IT Glue based on new customer findings
• Build client rapport during onsite assignments through troubleshooting and direct interaction
• Travel 50-75% as required

Performance Expectations

• Maintain established call and ticket SLAs as defined by management
• Maintain customer satisfaction (CSAT) scores as defined by management
• Submit weekly timesheets by end of shift each Friday
• Meet established billable hours requirements each week
• Achieve annual goals and objectives as set in the HRIS and reviewed quarterly
• Ticketing Software: Incident management and time allocation
• Remote Support Tools: Ability to remote into systems, push approved scripts, and execute actions
• Active Directory: Basic knowledge of security groups, group policy, and domain controllers
• Virtualization: Basic understanding of VMware and Hyper-V
• Microsoft Windows/Servers: Knowledge of Windows environments, server types, patching, and maintenance
• Networking: Basic troubleshooting skills, DHCP, DNS, and tools such as ping, nslookup, and traceroute
• Additional software as assigned

Work Environment & Physical Requirements

• Ability to use hands to handle and control equipment
• Ability to communicate effectively (talk and hear)
• Ability to read, write, and interpret written documents
• Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations)

Additional Information

By accepting this role, employees acknowledge their responsibility to comply with company policies, uphold organizational values, and report any violations of law or standards of conduct. Employees are expected to demonstrate respect and integrity in all interactions with clients, customers, and colleagues.

If this sounds like what you’re looking for, it could be a great fit—for you and for us

Why Join Path Forward IT?

Path Forward IT, a Blue Alliance company, is a nationally recognized managed services provider (MSP) that exclusively supports the healthcare industry. Ranked among the top 15% of MSPs nationwide, we deliver world-class IT services that ensure technology never stands in the way of patients receiving the care they need. Our work is driven by urgency, empathy, and a patient-centered mindset. We understand the critical nature of healthcare operations and prioritize our work to empower providers to focus on what matters most: delivering exceptional care. Founded in 2002, Path Forward IT has grown to a team of over 100 professionals located across 40+ states. We foster a collaborative, career-focused culture where team members thrive. Many of our employees have been with us for years, and we regularly celebrate 5- and 10-year milestones.

A Team Environment Built for Growth

Joining Path Forward IT means working alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance network, you gain access to a community of hundreds of peers and experts across the country. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team. You’ll enjoy the best of both worlds:

• The autonomy and client engagement typical of a local MSP
• The resources, support, and structure of a leading national IT services organization

A Unique Opportunity Through Blue Alliance

As a Blue Alliance partner company, Path Forward IT provides team members with unmatched opportunities to learn, lead, and succeed. Each company in the network maintains its unique identity while working toward shared goals. If you’re looking to make a meaningful impact and grow your career in a supportive, future-focused environment, this is the place for you.