Job Details

🌟 IT Help Desk Technician III

📍 Full-Time
💵 Compensation: $71,000 - $83,430 base salary

At Imagine IT, we believe exceptional service starts with empowered people. As a hybrid, multi-state team, we're deeply connected by our shared values, commitment to growth, and focus on delivering confidence through technology. From peer recognition and birthday bucks to professional development and team events, we're intentional about creating a workplace where your expertise is valued and your impact is visible.

We're excited to open an opportunity for an IT Help Desk Technician III-a senior-level technical role for someone who thrives on solving complex problems, supporting partners, and elevating service quality. This position is ideal for an experienced IT professional who enjoys tackling escalations, contributing to documentation and projects, and serving as a trusted technical resource for both partners and teammates.

🧠 What You'll Do

Resolve Advanced Technical Issues
Work escalated support tickets, diagnose complex hardware, software, and network issues, and implement effective, timely solutions.

Manage Ticket Workflows
Maintain and manage ticket queues for assigned partners, ensuring efficient time management and consistent progress toward resolution.

Support Service Excellence
Meet or exceed performance metrics related to ticket resolution time, billable utilization, and customer satisfaction.

Maintain Technical Documentation
Create, update, and maintain documentation related to hardware, line-of-business software, and technical processes to support consistency and knowledge sharing.

Contribute to Projects & R&D
Participate in project work, research and development efforts, and technical improvements that enhance tools, systems, and service delivery.

Provide Onsite & Advanced Support
Conduct occasional onsite visits as needed and support critical incidents, including potential on-call or extended hours.

Support Continuous Improvement
Manage administrative responsibilities reliably (timesheets, calendar updates, etc.) while investing time in skill development and training.

🎯 What You Bring

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 4-6+ years of experience in IT support, including at least 2 years in a senior or advanced technical role
• Strong troubleshooting skills across hardware, software, networking, and operating systems
• Experience working escalated tickets and maintaining high-volume ticket queues
• Ability to manage time effectively while balancing tickets, projects, and documentation
• Clear and professional written and verbal communication skills
• Leadership mindset with a collaborative, team-first approach

Recommended Certifications:

• CompTIA A+
• Network+
• Microsoft Certified Professional (or similar)

💰 Compensation & Benefits

Base Salary Range: $71,000 - $83,430
This range reflects our good faith estimate based on internal salary bands and market data. Final compensation will be based on experience and qualifications.

Total Rewards Include:

• Medical, dental, and vision coverage
• Health Savings Account (HSA) eligibility
• Company-paid life, accident, and ID theft protection
• 401(k) with company match
• 16 days of Paid Time Off (PTO)
• Monthly internet + cell phone allowance
• Peer recognition & "Birthday Bucks"
• Flexible remote scheduling
• Professional development and certification support
• Company-sponsored team events

🚀 Why Imagine IT?

At Imagine IT, you're not just closing tickets-you're building trust, solving meaningful problems, and helping partners succeed. As an IT Help Desk Technician III, you'll play a key role in maintaining service excellence, mentoring through expertise, and contributing to continuous improvement across our technical operations.

We value curiosity, accountability, teamwork, and growth. If you're ready to take the next step in your IT career and make a real impact, we'd love to hear from you.

Ready to bring your expertise to a team that values it?
Apply now and let's grow-together.