IT Triage & Limited Field Support Specialist

Imagine IT•Garden City, KS

4d•Hybrid

About The Position

Imagine IT is seeking an IT Triage & Field Support Specialist (Hybrid) to join their service delivery team. This role is crucial for responding to, resolving, and delivering exceptional client experiences. The specialist will be the first point of contact for support, triaging incoming requests, prioritizing them, and providing onsite assistance when necessary. This position combines problem-solving, coordination, and customer care to ensure clients operate smoothly.

Requirements

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

Nice To Haves

Associate’s degree or higher
Entry-level certifications (CompTIA A+, Microsoft, etc.)

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.