IT Triage & Limited Field Support Specialist

Job Description

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. Su