Technical Support Specialist

Location: Wauconda, IL
Position Type: Temporary-to-Hire
Schedule: Monday-Friday

• 8:00am - 4:30pm OR 9:00am - 5:30pm
• 30-minute unpaid lunch
• $40,000 - $60,000 annually / $19.23 - $28.85 per hour
• Immediate benefits available while working through Express that include Medical, Dental, Vision, Short & Long Term disability, Employee Assistance Program, and weekly paychecks!

Our client in Wauconda is seeking a customer-focused and technically minded Technical Support Specialist to join their growing team. This is an excellent opportunity for someone with help desk, technical support, customer service, or service coordination experience who enjoys troubleshooting issues, assisting customers, and working in a collaborative environment.

This position will serve as the primary point of contact for printer support requests, helping customers resolve technical issues, coordinating equipment replacements, monitoring service tickets, and ensuring a positive customer experience throughout the support process.

Responsibilities:

Technical Support

• Provide Level 1 help desk support via telephone to customer managers and store personnel.
• Troubleshoot printer-related issues by asking structured questions and identifying root causes.
• Guide end users through basic troubleshooting steps and issue resolution.
• Utilize diagnostic software to remotely access printers and gather technical information.

Service & Case Management

• Determine when equipment issues can be resolved remotely versus when replacement hardware is required.
• Initiate printer replacement requests and coordinate shipments through Distribution.
• Process defective equipment returns.
• Track open support cases and ensure timely follow-up and resolution.

Inventory & Vendor Coordination

• Manage toner, drum, and consumable replenishment requests.
• Communicate regularly with Distribution teams regarding shipments, inventory, and order status.
• Coordinate with third-party vendors to ensure accurate reporting and billing information.

Ticketing & Documentation

• Update ServiceNow tickets with accurate and timely information.
• Document troubleshooting steps, resolutions, shipment details, and customer communications.
• Maintain detailed records to support reporting and billing reconciliation.

Customer Service

• Deliver exceptional customer service during every interaction.
• Ensure customers receive prompt responses and clear communication.
• Build strong relationships through professional and consistent support.

Qualifications:

Required

• High school diploma or equivalent.
• 1-3 years of help desk, technical support, customer service, or related experience.
• Comfortable providing phone-based support to non-technical users.
• Strong communication and active listening skills.
• Ability to troubleshoot issues methodically and confidently.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and open cases simultaneously.
• Proficiency with Microsoft Office applications.

Preferred

• Experience in a retail technology, managed services, or technical support environment.
• Experience supporting printer hardware or related equipment.
• Familiarity with Brother printers or similar office technology.
• Experience using ServiceNow or other help desk ticketing systems.

The ideal candidate is someone who enjoys solving problems, communicating with customers, and taking ownership of issues through resolution. This person should be organized, detail-oriented, patient with end users, and capable of balancing multiple requests in a fast-paced environment while maintaining a high level of service.

This is a great opportunity for someone looking to grow their technical support career with a stable organization that values teamwork, customer service, and professional development.