Lead IT Support Specialist, Fulfillment Center

Lead It Support Specialist

As a Lead IT Support Specialist at our Walgreens fulfillment center, you will be responsible for comprehensive technical support across multiple platforms and devices. Your primary duties will include installation, upgrades, troubleshooting, and repairs of hardware and software, including desktop PCs, printers, PC hardware systems, PC networks, LAN, and RF devices. You will handle escalated issues from the team and scheduling of work and provide support of manager tasks as needed. This position is located in our climate-controlled, closed-door pharmacy facility featuring advanced automation technology and modern amenities.

While this is subject to change, we are currently looking to hire for the shift of Tuesdays through Fridays, working 6 AM to 4 PM local time on Tuesdays and Wednesdays and 4 AM to 2 PM local time on Thursdays and Fridays.

Job Responsibilities

• Leads installation, upgrades, troubleshooting, and repair of hardware and software on or related to desktop PCs, printers, PC hardware systems, PC networks, LAN, and RF devices. Such as:
• Utilizing tracking software to track and monitor the resolution of issues and/or open tickets.
• Supporting area processes and interface requirements
• Resetting equipment or applying solutions to quickly resolve problems
• Resolves complex issues. Resolves escalated issues from less experienced support staff.
• Identifies and documents fault patterns over a period of time and involves other engineering or other technical resources in the IT function or the vendor community to develop permanent fixes.
• Accountable for managing and planning of workload within the area of responsibility. Performs audits and reports on task completion and/or non-completion. May put plans in place in order to accomplish non-completed items as efficiently as possible.
• Maintains and troubleshoots proprietary material handling software and systems from vendors as needed.
• Collaborates with customers and advises about technical issues. Answers complex questions regarding PC/printer software/hardware issues, and makes IT recommendations.
• Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to facilitate elimination of problems and to create efficient fixes. Troubleshoots second and third level support for any problems experienced by production equipment. May make decisions on when outside technical help needs to be contacted and called onsite for fixes.
• Partners cross functionally to resolve issues.
• Orders and maintains inventories supply (labels, report/copy paper, toner cartridges, spare cables, networking equipment, legacy equipment, PC peripherals & accessories, etc).
• May lift and transport PCs, monitors, terminals, and printers for deployment as well as repair.

About Walgreens

Founded in 1901, Walgreens proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail, and health services, building trusted relationships that create healthier futures for customers, patients, team members, and communities.