Field Technical Specialist

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.

• Provide day‑to‑day support for end users by troubleshooting hardware, software, and network issues via phone, email, and onsite visits.
• Validate escalated issues, identify known solutions, and troubleshoot effectively—escalating when necessary while staying mindful of time and impact.
• Track, document, and monitor all incidents and requests to ensure timely resolution and clear communication.
• Follow and contribute to documented processes and procedures, helping improve consistency and service quality.
• Communicate effectively with internal teams to ensure seamless service delivery and issue resolution.
• Create clear, concise documentation for configurations, changes, and client interactions.
• Support business needs through occasional after‑hours work and participation in on‑call rotation.
• Invest in your professional development through training, certifications, and industry resources.

• 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

• 3+ years of experience troubleshooting technical issues
• 3+ years of phone‑based technical support with strong customer service skills4