Job Description:

Our client is seeking for a Help Desk Support Technician - Level 2/3 for their team. You will serve as the primary point of contact for end-users, providing responsive technical support for hardware, software, and network issues. This role ensures operational efficiency by managing service requests, maintaining user accounts, and supporting a hybrid workforce environment.

Duties, Tasks, and Responsibilities:

• Work Arrangement: This is a hybrid role, requiring a minimum of 3+ days in-office per week.
• Provide general troubleshooting and problem resolution of all end-user hardware and software issues.
• Set up and maintain computers, laptops, and peripheral devices.
• Respond to service requests, telephone calls, and email, using the help desk system to track and monitor problems and requests, ensuring a timely resolution.
• Maintain Microsoft Active Directory and Entra ID (Azure AD) infrastructure by on-/off-boarding users and properly allocating permissions and managing security.
• Install new computer and peripheral devices such as docking stations, printers, scanners, etc. and perform upgrades to existing systems by installing new hardware and software applications.
• Recommend, plan, and execute Microsoft Windows, Microsoft Office/365, and other software upgrades and computer system configurations.
• Manage projects related to upgrades.
• Work with team members in a collaborative environment to troubleshoot issues, also work with vendors until computing and technical issues are resolved.
• Document internal procedures and create, maintain, and improve technical documentation.
• Responsible for maintaining the ITIL system of record, Freshservice.
• Provide remote assistance for end-users and assist with the onboarding of new users.
• Perform related duties as assigned.

Education, Skills and Abilities:

• Experience: 3+ years of experience in a technical support or help desk is required.
• Language: Bilingual proficiency in Spanish and English is highly preferred.
• Certifications: Various IT certifications (e.g., CompTIA A+, Network+, or Microsoft 365 Certified) are preferred.
• Technical Knowledge: Solid understanding of Microsoft operating systems, including advanced configuration and troubleshooting.
• Networking: Solid understanding of networking concepts and how to troubleshoot networking issues.
• Modern Tools: Experience with Freshservice or similar ITIL service management platforms.
• Physical Requirements: Ability to lift and move computer equipment weighing up to 20 pounds.
• Communication: Good communication/support skills and an understanding of what it takes to provide good technical support to both local and remote users.
• Organization: Self-motivating and well-organized to ensure that tickets and projects are completed with minimal supervision.

Salary/Rate: $25-$30/HR (depends on experience level). This is a contract position with candidates expected to work 40 hours/ week.

About Us

Peterson Technology Partners (PTP) is an Equal Opportunity Employer committed to creating a transparent, inclusive, and human-centered hiring experience.

For more than 28 years, PTP has operated as one of the top IT staffing and recruiting firms in the USA—built on trust, long-term partnerships, and technical excellence.

Based in the Chicago suburb of Park Ridge, IL, our team of more than 500 employees and consultants is dedicated to:

• Helping every client make the best hiring decisions possible
• Matching professionals with the right IT jobs and career opportunities

As part of that commitment, we believe in providing clear information about how our hiring technologies work and how your data is used. The following section outlines our AI-assisted interview process and your rights as a candidate.

AI-Assisted Interview Experience (Pete & Gabi – Rebecca):

To provide a consistent, fair, and flexible experience for all candidates, we use AI-assisted tools to support parts of the interview process. This includes our proprietary AI platform Pete & Gabi, which includes AI recruiter Rebecca.

These AI hiring tools help us:

• Conduct recorded video interviews
• Transcribe interviews
• Summarize candidate responses
• Generate job-related insights
• Streamline communication and scheduling

Please note that:

• The AI does NOT make hiring decisions; all decisions are made by our human recruiters, hiring managers, or client partners.
• The AI does not evaluate facial expressions, emotions, or physical traits; it is used only to support fairness, consistency, and efficiency.

If you prefer a non-AI interview format, we will gladly provide an alternative.