Technical Support Specialist

Our client is seeking a Technical Support Specialist who is just as comfortable navigating a circuit board with a multimeter as they are navigating Windows network settings.

This is not a standard IT helpdesk position. Our equipment requires a blend of software troubleshooting and electromechanical diagnostics. You will primarily support customers and field technicians over the phone, guiding them through complex hardware repairs and network configurations. Additionally, you will spend hands-on time in our training and repair lab, doing QA and fixing returned units.

Our team operates on a rotational basis. You will alternate between dedicated troubleshooting shifts and our first-impression intake queue, where you will focus on rapid response, accurate case documentation, and initial triage before escalating or resolving the issue. We treat every team member as a full troubleshooter, meaning you need the technical depth to handle whatever comes your way.

Key Responsibilities:

• Remote Hardware Diagnostics:Guide customers and technicians over the phone through step-by-step electromechanical troubleshooting, including using a multimeter to check voltages and diagnosing faulty physical components.
• Software & Network Support:Troubleshoot software and connectivity issues across both Windows and Mac operating systems, including configuring IP addresses, resolving network communication errors, and managing basic NTFS folder permissions.
• Hands-on Repair:Spend designated time working directly with hardware to QA, test, and repair returned units. This includes opening devices, diagnosing issues, and safely removing or replacing boards, motors, and other internal components.
• Intake & Triage:Rotate through our initial intake queue to ensure fast answer times, create detailed case notes, and accurately route issues.
• Clear Communication:Translate complex hardware and software diagnostic steps into easy-to-follow instructions for users with varying levels of technical expertise.

Minimum Qualifications:

• Hardware Repair Experience:Proven, hands-on experience opening devices, removing/replacing physical components (like boards and motors), and safely utilizing a multimeter for voltage testing and component diagnostics.
• OS Proficiency:Strong ability to navigate and troubleshoot both Windows and Mac operating systems.
• Networking Knowledge:Solid understanding of foundational networking concepts, including IP addressing, network communication protocols, and basic NTFS folder permissions.
• Customer Service Skills:Excellent verbal communication skills with the patience and clarity required to guide remote users through complex physical repairs.

Preferred Qualifications:

• CompTIA A Certification(or equivalent foundational IT certification) is highly preferred but not required.
• Previous experience supporting specialized electromechanical equipment, medical devices, or complex industrial hardware.

Salary/Rate: $52,000 per year benefits.

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.

Salary : $50,000 - $52,000