Field Technical Specialist I

Imagine IT•Wichita, KS

3d•$24 - $30•Hybrid

About The Position

Imagine IT is seeking a Field Technical Specialist I to join their service delivery team. This role involves providing exceptional technical support to clients both remotely and onsite. The specialist will be the primary point of contact for resolving hardware, software, and network issues, building client trust, and delivering expert technical support with empathy and professionalism. The company has been providing cloud solutions, infrastructure, and IT support for 30 years.

Requirements

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.)

Nice To Haves

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

Responsibilities

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.