IT Triage & Limited Field Support Specialist at Imagine IT,… · Garden…

Summary: Imagine IT, Inc. is a company focused on delivering cloud solutions, infrastructure, and IT support. They are seeking an IT Triage & Limited Field Support Specialist to be the first point of contact for IT support, triaging requests, and providing hands-on assistance when needed. Responsibilities: - 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 Required Qualifications: - 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 - 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 Preferred Qualifications: - Associate's degree or higher - Entry-level certifications (CompTIA A+, Microsoft, etc.) Required Skills: IT Support, Ticketing Systems, Hardware Setup, Hardware Troubleshooting, CompTIA A+, Microsoft Certifications Benefits: 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