Lead IT Support Specialist, Fulfillment Center

Job Summary:

As a Lead IT Support Specialist at our Walgreens fulfillment center, you will be responsive for comprehensive technical support across multiple platforms and devices. Your primary duties will include installation, upgrades, troubleshooting, and repairs of hardware and softwares, including desktop PC's, printers, PC hardware system, 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.

Flexibility to work both first and second shifts, including weekends and holidays, would be expected in this position.

Job Responsibilities:

• Leads installation, upgrades, troubleshooting and repair of hardware and software on or related to desktop pc’s, 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 involve 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 such 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 helps 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 transports PC’s, 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.

Basic Qualifications

• High School/GED and at least 2 years of experience in an IT customer-facing and/or technical support role.
• Experience with equipment pieces, including printers, terminals, PCs, RF communication hardware, etc.
• Experience with various softwares, such as Microsoft Windows operating system, MSOffice 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).

Preferred Qualifications

• Bachelor’s degree
• Preferred Certificate in Network Plus, 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.
Salary Range: $20.45 - $30 / Hourly