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 and scheduling of work and provides support of manager tasks as needed.

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.