IT Triage & Limited Field Support Specialist

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.

Evaluate urgency and impact, categorize incidents, and route them efficiently to the right resources for resolution.

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

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

Step onsite for low-complexity support such as workstation setup, hardware swaps, and basic troubleshooting that requires a physical presence.

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

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

Manage a hybrid workload—staying responsive during triage while handling scheduled or priority onsite support needs.

• 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

• 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.)

• 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

• 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

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

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.