IT Technical Specialist I - Imagine IT

Can you imagine a career in IT where you enjoy coming to work every day? 

We can! For over 20 years we've been imagining the future and working to build IT infrastructure and resources to support it. Imagine IT proudly provides cloud and computing solutions coupled with IT service and support. We are on the search for the next great IT Support Technician.

When you join our service delivery team as an IT Technical Specialist I you will utilize several skills to provide all-star customer support to our clients, occasionally serving them onsite at their location. You will be responsible for handling service support requests with confidence, empathy, and a bit of charm. To be successful in this role, you should possess the ability to think fast on your feet, have a dedicated willingness to help others, and appreciate our client, taking their frustrations in stride.  

The IT Technical Specialist I will assist end users in resolving hardware and software issues by fielding telephone calls and/or through email communication, diagnosing problems and performing troubleshooting activities. For each interaction with an end user, you will document, track and monitor the problem to facilitate a timely resolution.

Responsibilities:

• Ability to confirm the validity of escalated issues, seek known solutions, further problem-solve, and escalate when necessary, all with an awareness of being efficient
• Develop and improve defined, documented & executed processes and procedures
• Demonstrate inter-departmental communication and seamless cooperation
• Thorough understanding of the client’s business and strategies and the ability to plan for future needs and requirements
• Willingness to work flexible hours and participate in on-call rotation when necessary to achieve client and team goals
• Create complete and concise documentation of all activities, configuration settings or modifications, and client interactions
• Dedication to personal growth and achievement and desire to improve job knowledge by taking advantage of available training resources and reading professional publications
• Maintain in-depth knowledge of the service offerings of the organization
• Ensure that risks are identified, communicated to all parties and mitigated

Skills:

• Experienced technical troubleshooting and analytical skills
• Priority and escalation management
• Excellent communication, interpersonal and organizational skills
• Sound decision-making skills
• Technical troubleshooting and analytical skills
• Passion for helping clients – “do what it takes” attitude
• Capable of managing multiple issues with differing timelines and deliverables, staying calm in stressful situations
• Ability to translate technical knowledge into actionable direction
• Adept at managing the process of implementing change efficiently/effectively

Working Knowledge and Experience:

• 1-2 years experience troubleshooting technical issues. 
• 1-2 years phone support experience and a strong customer service background.  
• Strong understanding of networks, infrastructure, and operations.  
• Networking administration and infrastructure.   
• Firewall administration and configuration.   
• Setup, administration, and configuration of virtual environments.   
• Managing Active Directory Group Policies.  
• The ability to communicate with end users clearly and professionally regarding complex technical issues.  

Requirements: 

Most of the support we provide requires daily interaction with computers for extended periods of time. This could be standing or sitting up to 8 hours a day or more. The IT Technical Specialist I role may occasionally require travel to a client site so the ability to travel legally and safely is a must. You may also work with physical hardware including workstations, printers, servers, and more; you will need the ability to lift and move up to 40 pounds on an occasional basis. 

Benefits and Perks:

For your hard work you'll be rewarded with robust benefits and perks: 

• Medical, dental, vision coverage  
• Qualifying Health Savings Account (HSA) 
• Company-paid life insurance, accident coverage, identity theft protection 
• 401k Retirement Plan (IRA), company match available with qualifying employee contribution 
• 16 Days Paid time off (PTO) 
• Monthly allowance to offset the cost of your home internet and cell phone  
• Monthly dollars for you to recognize the efforts of your peers  
• Birthday bucks 
• Flexible/remote scheduling
• Professional development opportunities 
• Company sponsored employee events 

Our team is made up of veteran entrepreneurs, brilliant technical minds, and tried-and-true professionals dedicated to the success of the business and our community. The best technology needs the best people. 

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