{"id":2484644,"url":"https://alion.io/job/path-forward-it-support-engineer-ii","title":"Support Engineer II","company":{"id":4421993,"name":"Path Forward IT","domain":"pathforwardit.com","url":"https://alion.io/company/pathforwardit","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cincinnati, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":99000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":338},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Incident Management","optional":false},{"name":"VLAN","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-13T20:34:54Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-14T19:20:26Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nSupport Engineer II\nLocation: Cincinnati, OH/Northern KY Hybrid (every other Friday onsite)\nAbout the Role:\nPath Forward IT is seeking a Support Engineer II to provide intermediate technical support primarily by phone and ticketing system, with occasional onsite assignments. The role is responsible for following established procedures, monitoring ticket queues, and maintaining service level agreements (SLAs) for tickets and calls.\nKey Responsibilities:\nDocument all activities, projects, and tickets daily in the ticketing system.\nHandoff and document in-progress tickets before the end of each shift.\nMonitor ticket gateway and designated queues.\nEscalate issues according to IT Glue documentation.\nResolve escalations from the Level I team as assigned.\nCreate or update IT Glue articles with new customer findings.\nAssist with ISP and vendor calls for service outages.\nBuild client rapport during onsite visits (in-person troubleshooting, site walkthroughs, client interaction).\nTravel up to 25-50% as assigned.\nExpectations:\nMaintain established call and ticket SLAs as defined by manager.\nMaintain customer satisfaction (CSAT) scores as defined by manager.\nSubmit weekly timesheets by end of shift Friday.\nWork and document established billable hours each week.\nBe available for on-call weeks and company-wide outage responses.\nMeet annual goals and objectives set in HRIS with quarterly reviews.\nTechnical Proficiencies:\nTicketing software: Incident management and time tracking.\nRemote support: Running scripts and pushing actions.\nActive Directory: Strong knowledge of domain controllers, group policy, and security groups.\nVirtualization: Strong knowledge of VMware/Hyper-V for incident and operational support.\nMicrosoft Windows/Servers: Strong knowledge of patching, maintenance, and differentiating physical/virtual servers; ability to add new drivers to print servers.\n Networking: Strong troubleshooting skills (DHCP, DNS, VLAN, and circuit/ISP issues).\nAzureAD and Microsoft 365: Strong working knowledge.\nMicrosoft Servers and Network Equipment: Installation, troubleshooting, and training.\n Project Documentation: Proficiency with central repositories for project documentation.\nMaintain a strong understanding of technical infrastructure (servers, networks, and applications).\nSoftware as assigned.\nPhysical Requirements:\nAbility to handle equipment, talk, hear, read, write, and interpret documents.\nOccasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).\nWhy Join Path Forward IT?\nPath 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.\nA Team Environment Built for Growth:\nJoining 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:\nThe autonomy and client engagement typical of a local MSP\nThe resources, support, and structure of a leading national IT services organization\nA Unique Opportunity Through Blue Alliance:\nAs 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.\nBenefits of working at Path Forward IT:\nBe part of a fun, awesome team\n9 paid holidays\n401K Retirement with matching contributions\nExcellent medical, vision and dental insurance\nLife insurance and disability insurance\nCell phone stipend\n3 weeks PTO\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\nEntrepreneurial Culture\nFast-paced Flow, with a Variety of Projects\nCollaborative Work Environment\nTraining & Certifications\nCareer Growth Opportunities\nReady for the next step?\nThe 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.","description_format":"text","description_chars":5181,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":100,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance","Growth opportunities","Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology"],"lifecycle":[{"event":"open","at":"2026-10-14T00:00:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":19,"reasons":["conf:1","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/path-forward-it-support-engineer-ii","json_url":"https://alion.io/job/path-forward-it-support-engineer-ii.json","meta":{"generated_at":"2026-10-14T21:29:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28787,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421993},"rest":"https://alion.io/mcp/rest/get_company?id=4421993"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpath-forward-it-support-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpath-forward-it-support-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpath-forward-it-support-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/path-forward-it-support-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpath-forward-it-support-engineer-ii"}]}