Lead IT Support Specialist Fulfillment Center

Job Summary

Responsible for 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. Handles escalated issues from the team, schedules work, and provides support of manager tasks as needed.

• 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.
• 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 and escalated issues from less experienced support staff.
• Identifies and documents fault patterns over time and involves other engineering or technical resources, or vendor communities, to develop permanent fixes.
• Accountable for managing and planning workload within the area of responsibility; performs audits and reports on task completion or non‑completion.
• 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 create efficient fixes.
• Troubleshoots second‑ and third‑level support for any problems experienced by production equipment; may decide when outside technical help is needed and call onsite for fixes.
• Partners cross‑functionally to resolve issues.
• Orders and maintains inventory 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 or repair.

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.

• High School/GED and at least 2 years of experience in an IT customer‑facing and/or technical support role.
• Experience with equipment such as printers, terminals, PCs, RF communication hardware, etc.
• Experience with various software, including Microsoft Windows operating system, MS Office Suite (Word, Excel, PowerPoint), Internet Explorer.
• Experience following processes, recommending improvements, translating technical terms to non‑technical users, solving technical problems and working in a team environment.
• Knowledge of network infrastructure & server hardware/software, such as Windows Server, Unix/AIX, iSeries/AS400, vSphere/VMware.
• Hours of support may require weekend, holiday and/or off‑hours shift coverage.
• Willing to travel up to 10% of the time for business purposes (within state and out of state).

• Bachelor’s degree.
• Preferred certification in Network+ , Microsoft, Cisco or CompTIA.
• Experience at a distribution center or manufacturing environment.
• Knowledge of coding and/or programming (such as Visual Basic, HTML, PHP, ASP).
• Experience building and maintaining databases (such as Web, Access and SQL).
• Experience coordinating service requests with appropriate IT team.
• Experience working independently and as part of a cross‑functional technical team.

We will consider employment of qualified applicants with arrest and conviction records.

$22.71 - $33.32 / Hourly