Associate Structures Technical Analyst
Boeing
PythonVBA
Support Engineer I
Path Forward IT
full-time
Posted on:
Location: Ohio • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
DNSJavaScriptVMware
About the role
- Provide technical support primarily by phone and ticketing system
- Follow established procedures and monitor incoming support requests
- Ensure service levels are met for both tickets and phone calls
- Document and handoff tickets, create/update IT Glue articles
- Onsite troubleshooting, walkthroughs, and client interaction
- Travel up to 25–50% as assigned
- Maintain SLAs, CSAT, timesheets, and billable hours
- Work in healthcare-focused MSP supporting complex enterprise environments
Requirements
- Provide technical support primarily by phone and ticketing system
- Occasional onsite assignments with travel up to 25–50%
- Document all activities, projects, and tickets daily in the ticketing system
- Handoff and document in-progress tickets before the end of each shift
- Monitor ticket gateway and designated queues
- Escalate issues according to IT Glue documentation
- Create or update IT Glue articles with new customer findings
- Build client rapport during onsite assignments (troubleshooting, walkthroughs, client interaction)
- Maintain established SLA requirements for calls and tickets
- Achieve customer satisfaction (CSAT) scores as defined by manager
- Submit weekly timesheets by end of shift on Friday
- Work and document established billable hours each week
- Meet annual goals and objectives set in HRIS with quarterly reviews
- Ticketing software: Incident management and time tracking
- Remote support: System access, running scripts, and pushing actions
- Active Directory: Security groups, group policy fundamentals, domain controller basics
- Virtualization: VMware/Hyper-V for user incident support
- Microsoft Windows/Servers: Differentiating physical/virtual servers, patching, maintenance
- Networking: Troubleshooting basics (DHCP, DNS, ping, nslookup, traceroute)
- Ability to handle equipment, talk, hear, read, write, and interpret documents
- Occasionally lift and move objects up to 25 pounds
