Path Forward
Support Engineer I
Company:
Path Forward IT Location:
Remote
About the Role:
Path Forward IT is seeking a
Support Engineer I
to join our team. In this role, you will provide technical support primarily by phone and ticketing system, with occasional onsite assignments. You'll follow established procedures, monitor incoming support requests, and ensure service levels are met for both tickets and phone calls.
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 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. Expectations:
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. Technical Proficiencies:
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). 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). 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: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications 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.
Company:
Path Forward IT Location:
Remote
About the Role:
Path Forward IT is seeking a
Support Engineer I
to join our team. In this role, you will provide technical support primarily by phone and ticketing system, with occasional onsite assignments. You'll follow established procedures, monitor incoming support requests, and ensure service levels are met for both tickets and phone calls.
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 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. Expectations:
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. Technical Proficiencies:
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). 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). 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: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications 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.