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Onsite Support Engineer I

Company: Path Forward IT
Location: Indianapolis, IN

About the Role

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.

Key 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.

Expectations

• Maintain established ticket SLAs as defined by manager.
  
• Maintain customer satisfaction (CSAT) scores as defined by manager.
  
• Submit weekly timesheets by end of shift Friday.
  
• Work and document established billable hours each week.
  
• Be available for scheduled on-call rotations.
  
• Meet annual goals and objectives set in HRIS with quarterly reviews.

Technical Proficiencies

• Ticketing software: Incident management and time tracking.
  
• Remote system access: Running scripts and pushing approved actions.
  
• Active Directory: Basic knowledge of security groups, group policy fundamentals, and domain controllers.
  
• Virtualization: Basic knowledge of VMware/Hyper-V for user incident support.
  
• Microsoft Windows/Servers: Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers.
  
• Networking: Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute).
  
• Software as assigned.

Physical Requirements

• Ability to handle equipment, talk, hear, read, write, and interpret documents.
  
• Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).

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.

Benefits of working at Path Forward IT:

• Be part of a fun, awesome team
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision and dental insurance
• Life insurance and disability insurance
• Cell phone stipend
• 3 weeks PTO

Top Reasons our Employees Love Being Part of the Blue Alliance Family:

1. Entrepreneurial Culture
2. Fast-paced Flow, with a Variety of Projects
3. Collaborative Work Environment
4. Training & Certifications
5. Career Growth Opportunities

Ready for the next step?

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.

Please be advised we, Path Forward IT, participate in E-Verify