Field Technical Specialist I

Imagine IT•Holland/Zeeland, MI

8d•$24 - $30•Hybrid

About The Position

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.

Requirements

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 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
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.)

Responsibilities

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.