Helpdesk Support IT Specialist

Our client is seeking a Helpdesk Support IT Specialist (Contractor) to join their team. Helpdesk Support IT Specialist will provide frontline technical support for corporate infrastructure and enterprise applications. This role supplements internal IT teams by delivering hands-on and remote technical support to internal customers while adhering to company policies, security standards, and IT best practices. The contractor partners with Operations, IT Shared Services, and approved vendors to help maintain reliable, secure, and efficient technology services across corporate office and distribution center environments. Success in this role requires strong customer service, clear communication, disciplined documentation, and the ability to prioritize and coordinate work across multiple stakeholders and locations.

Essential Duties and Responsibilities:

Core responsibilities include, but are not limited to:

• Analyze, prioritize, resolve, document, and communicate outcomes for assigned incidents and service requests using approved ITSM tools and intake channels, meeting defined SLAs and customer expectations.
• Provide timely, professional end-user support with strong ticket ownership; communicate status clearly, set expectations, and escalate unresolved issues to appropriate internal teams while remaining accountable through resolution.
• Install, configure, maintain, and troubleshoot end-user hardware and software both on-site and remotely in accordance with corporate standards and security policies.
• Support audio/visual, conferencing, and computing needs for meetings at assigned locations.
• Assist with the planning, deployment, testing, installation, training, onboarding/offboarding support, and documentation of technical solutions; maintain and update SOPs/knowledge articles as needed.
• Support technology lifecycle activities related to employee events, including equipment setup, refreshes, transfers, and removals, as directed.
• Partners with Distribution Center Operations teams during peak shipping hours to support technical equipment needs such as printer maintenance, equipment returns (RMA), and basic repairs.
• Track and assist with IT asset inventory, equipment lifecycle activities, spare parts, and stock levels; ensure accurate records, labeling, and handoff documentation as required.
• Coordinate with approved vendors and internal stakeholders for repair and maintenance activities, including scheduling, on-site support, communication of timelines, and verification of functionality.
• Support change management activities and follow approved procedures for all technology modifications.
• Maintain cleanliness of organized IT work areas and ensure all other spaces are kept clear of clutter, obstructions, and potential safety hazards.
• Perform other duties as assigned by the manager.

Relationships:

Internal:

• Internal end users across corporate offices and distribution centers
• IT Shared Services, infrastructure, and application support teams

External:

• Approved IT vendors and service providers supporting laptops, printers, alarms, badging systems, conferencing equipment, network devices, shipping carrier services, and display technologies

Work Environment:

• On-site, region-based support role with hands-on support at assigned location(s)
• Travel to additional sites within the assigned region as needed (percentage may vary based on business needs)
• Occasional after-hours or peak operational support may be required

Minimum Qualifications:

• 5+ years of hands-on experience supporting enterprise IT environments

Demonstrated experience with:

• Windows desktop configuration, deployment, and troubleshooting
• PC hardware installation, configuration, and repair
• Desktop and peripheral troubleshooting
• Mobile devices (iOS, Android smartphones and tablets)
• Microsoft Office applications
• Audio/visual support for enterprise conferencing systems
• Strong organizational skills with the ability to manage multiple priorities, maintain accurate ticket notes/documentation, and follow standardized processes.
• Demonstrated team collaboration and customer service skills; able to communicate clearly with end users and cross-functional partners (Leaders, HR, Operations, Shared Services, vendors).
• Experience working in an ITSM/ticketing environment and adhering to service levels, escalation paths, and knowledge management practices.
• Ability to work independently with limited supervision
• Ability to proactively communicate challenges, delays, barriers, and identify solutions to drive change
• Ability to travel locally within the assigned region as needed
• Experience supporting distribution center or warehouse environments.

Preferred Qualifications:

• Industry certifications such as CompTIA A+ or Microsoft certifications
• Foundational networking knowledge (WLAN, LAN, TCP/IP, VLANs, routing)
• Network and endpoint troubleshooting experience
• Active Directory user and basic OU administration
• Windows server environments (modern and legacy)
• Core networking services (DHCP, DNS, TCP/IP)
• Experience with enterprise endpoint, security, VPN, or VDI tools

Physical Requirements:

• Frequently stand, walk, sit, and manipulate IT equipment
• Occasionally drive, lift, carry, push/pull, climb, kneel, bend, reach, twist, and stoop
• Ability to lift and carry up to 50 lbs. occasionally
• Continuous manual dexterity for typing and use of IT and office equipment

Salary/Rate: $25-$28/HR (depends on experience level). This is a contract position with candidates expected to work 40 hours/ week.

About The Company

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:

• 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.

Technical or Case Interviews (Role-Dependent):

When applying for certain tech jobs, you may participate in:

• A technical interview
• A coding challenge
• A case study
• A client-specific assessment

We will always explain what to expect in advance so you can prepare with confidence.

Human Review & Selection:

Every candidate's profile including interviews, conversations, and assessments is reviewed by experienced recruiters and hiring leaders.

AI insights may assist with organization and evaluation, but final decisions are always human-driven.

Your Rights as a Candidate:

At PTP, every candidate has the right to:

Request a non-AI interview path

Ask how your data is being used

Request access to transcripts or interview recordings

Request deletion of your AI-recorded interview

Receive clear, timely communication

Our goal is to ensure you feel respected, informed, and supported throughout your experience.

Our Commitment:

For more than 28 years, PTP has focused on putting people first candidates, consultants, employees, and clients.

We're committed to a hiring process that is:

• Transparent
• Compliant
• Equitable
• Powered by innovative technology that enhances not replaces human judgment

Welcome to the future of hiring at Peterson Technology Partners.

We're excited to learn more about you.

Equal Employment Opportunity:

Peterson Technology Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, veteran status, or any other protected characteristic.