IT Triage & Limited Field Support Specialist

Can you imagine a role in IT where you’re the calm in the chaos—and the reason things just work?

We can.

For 30 years, Imagine IT has been building the future—delivering cloud solutions, infrastructure, and IT support that help our partners succeed. We’re looking for an IT Triage & Field Support Specialist (Hybrid) to join our service delivery team and play a critical role in how we respond, resolve, and deliver exceptional client experiences.

In this role, you’ll be the first point of contact for support—triaging incoming requests, prioritizing what matters most, and stepping in onsite when hands-on help is needed. It’s a unique blend of problem-solving, coordination, and customer care that keeps our clients running smoothly.

What You’ll Do

Be the Front Line of Support
Serve as the first point of contact for incoming IT requests—gathering details, assessing needs, and ensuring every issue starts on the right path.

Triage & Prioritize with Precision
Evaluate urgency and impact, categorize incidents, and route them efficiently to the right resources for resolution.

Manage & Own the Ticket Lifecycle
Create, document, and track support tickets—following through to ensure timely resolution and clear communication every step of the way.

Deliver Excellent Customer Communication
Keep users informed, set expectations, and provide a high-quality, professional support experience in every interaction.

Provide Hands-On Field Support (When Needed)
Step onsite for low-complexity support such as workstation setup, hardware swaps, and basic troubleshooting that requires a physical presence.

Collaborate Across Teams
Work closely with Field Technical Specialists and internal teams to ensure seamless issue resolution and service delivery.

Support Process Improvement
Identify recurring issues, contribute to knowledge base documentation, and help improve triage and dispatch workflows.

Balance Triage & Field Work Effectively
Manage a hybrid workload—staying responsive during triage while handling scheduled or priority onsite support needs.

What You Bring

• Strong communication and customer service skills
• Ability to multitask, prioritize, and stay organized in a fast-paced environment
• Critical thinking and problem-solving capabilities
• Attention to detail and follow-through
• Comfort working both independently and collaboratively
• A calm, solutions-focused mindset when handling multiple requests
• A genuine desire to help people and create positive experiences

Experience & Technical Knowledge

• 0–2+ years of experience in IT support, help desk, or customer service
• Basic understanding of IT systems, hardware, and software
• Familiarity with ticketing systems and support workflows
• Experience with basic hardware setup and troubleshooting
• Preferred:
• Associate’s degree or higher
• Entry-level certifications (CompTIA A+, Microsoft, etc.)

• ️ Requirements

• Ability to work at a computer for extended periods
• Ability to travel locally for occasional onsite support
• Valid driver’s license and reliable transportation
• Ability to lift and move equipment as needed

What Success Looks Like

• You’ll thrive in this role if you can:
• Balance high-volume ticket intake with scheduled field work
• Maintain strong responsiveness and communication during triage periods
• Resolve or route issues efficiently with attention to impact and urgency
• Deliver a consistently high level of customer satisfaction (target ~96% CSAT)
• Keep tickets accurate, updated, and moving toward resolution

Compensation & Benefits
Base Salary Range: $19.23 - $24.77 per hour
This range reflects our good faith estimate based on internal salary bands and market data. Final compensation will be based on experience and qualifications.

• Medical, dental, and vision coverage
• Health Savings Account (HSA) eligibility
• 401(k) with company match
• Paid Time Off (PTO)
• Monthly internet + cell phone allowance
• Professional development opportunities
• Flexible/hybrid work environment
• Company-sponsored events and recognition programs

Why Imagine IT?

Our team is made up of sharp technical minds, problem-solvers, and people who genuinely care—about our clients and each other.

At Imagine IT, you’re not just answering tickets—you’re shaping the client experience, improving how we work, and making a real impact every day.

If you enjoy solving problems, helping people, and being part of a team that values both performance and purpose—we’d love to meet you.

sxKMVk1BRA