Field Technical Specialist I

Can you imagine a career in IT where you actually enjoy coming to work every day? 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 a Field Technical Specialist I to join our service delivery team and provide exceptional technical support both remotely and onsite. In this role, you’ll be the front line of support—resolving issues, building trust with clients, and delivering an experience that combines technical expertise with empathy and professionalism. 🧠 What You’ll Do Deliver Exceptional Technical Support Provide day-to-day support for end users by troubleshooting hardware, software, and network issues via phone, email, and onsite visits. Resolve & Escalate Issues Efficiently Validate escalated issues, identify known solutions, and troubleshoot effectively—escalating when necessary while staying mindful of time and impact. Manage & Document Support Requests Track, document, and monitor all incidents and requests to ensure timely resolution and clear communication. Support Process Improvement Follow and contribute to documented processes and procedures, helping improve consistency and service quality. Collaborate Across Teams Communicate effectively with internal teams to ensure seamless service delivery and issue resolution. Maintain System & Client Documentation Create clear, concise documentation for configurations, changes, and client interactions. Participate in On-Call & Flexible Support Support business needs through occasional after-hours work and participation in on-call rotation. Commit to Continuous Learning Invest in your professional development through training, certifications, and industry resources. 🎯 What You Bring Strong technical troubleshooting and analytical skills Excellent communication, interpersonal, and organizational abilities Ability to manage priorities, escalations, and multiple issues simultaneously Sound decision-making and problem-solving skills A client-first mindset with a “do what it takes” attitude Ability to stay calm and effective in high-pressure situations Skill in translating technical concepts into clear, actionable guidance Adaptability and efficiency in managing change and new technologies 🧩 Experience & Technical Knowledge 3+ years of experience troubleshooting technical issues 3+ years of phone-based technical support with strong customer service skills Solid understanding of networking, infrastructure, and IT operations Experience with networking administration (Meraki preferred) Firewall configuration and administration (Fortigate or Meraki preferred) Virtual environment setup, administration, and configuration Active Directory and Group Policy management Ability to clearly communicate complex technical issues to end users ⚙️ Requirements Ability to work at a computer for extended periods (up to 8+ hours daily) Ability to travel to client sites as needed Ability to lift and move up to 40 lbs occasionally (hardware, equipment, etc.) 💰 Compensation & Benefits Base Salary Range: $24.04 - $29.72 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. Total Rewards Include: Medical, dental, and vision coverage Health Savings Account (HSA) eligibility Company-paid life, accident, and identity theft protection 401(k) with company match Paid Time Off (PTO) Monthly internet + cell phone allowance Peer recognition program & “Birthday Bucks” Flexible/remote scheduling options Professional development opportunities Company-sponsored team events 🌟 Why Imagine IT? Our team is made up of veteran entrepreneurs, sharp technical minds, and dedicated professionals who care deeply about our clients and our community. At Imagine IT, you’re not just solving tickets—you’re building relationships, improving systems, and making a real impact every day. If you’re someone who enjoys helping others, thrives in a fast-paced environment, and wants to grow your IT career—we’d love to meet you.