Path Forward IT

Support Engineer I

Path Forward IT

full-time

Posted on:

Origin:  • 🇺🇸 United States • Ohio

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Job Level

Mid-LevelSenior

Tech Stack

DNSJavaScriptVMware

About the role

  • Provide technical support primarily by phone and ticketing system
  • Follow established procedures, monitor incoming support requests, and ensure service levels are met for both tickets and phone calls
  • 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 and 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)
  • Travel up to 25–50% as assigned
  • Maintain SLA requirements, achieve CSAT scores, submit weekly timesheets, and document billable hours

Requirements

  • Provide technical support primarily by phone and ticketing system
  • Occasional onsite assignments
  • 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)
  • Travel up to 25–50% as assigned
  • 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 (with or without reasonable accommodations)