Lead IT Support Specialist Distribution Centers

Lead IT Support Specialist Distribution Centers

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. Must possess strong interpersonal, decision making, problem solving, and analytical skills. Schedule may include a variety of shifts, weekends, and holidays. Handles escalated issues from the team, provides direction on assignment of tasks 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.
• 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 as well as ensuring that resources are aligned with the area workload. 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 Dematic and Schaefer.
• 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.
• Relates to a diverse group of people, including technical and development personnel, senior management, business customers, and vendors with courtesy and in a constructive, professional manner.
• Leads desktop relocations and set up, by assigning a support specialist to investigate ask appropriate questions to support end-user needs.
• 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.

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

Job ID: 1663105BR