Lead IT Support Specialist Fulfillment Center

Walgreens Boots Alliance - Mechanicsville, VA

Full-time - Mid Level

Mechanicsville, VA

Health and Personal Care Retailers

About the position

The Lead IT Support Specialist at Walgreens is a pivotal role responsible for ensuring the smooth operation of hardware and software systems within the fulfillment center. This position involves the installation, upgrades, troubleshooting, and repair of desktop PCs, printers, and various hardware systems, as well as managing PC networks, LAN, and RF devices. The specialist will handle escalated issues from the support team, ensuring that all technical problems are resolved efficiently and effectively. Additionally, the role includes scheduling work and providing support for managerial tasks as needed. In this position, the Lead IT Support Specialist will utilize tracking software to monitor the resolution of issues and open tickets, ensuring that all problems are documented and addressed in a timely manner. The specialist will support area processes and interface requirements, reset equipment, and apply solutions to quickly resolve problems. A key responsibility is to resolve complex issues and provide guidance to less experienced support staff, helping them to develop their skills and knowledge in IT support. The specialist will also be accountable for managing and planning workloads within their area of responsibility, performing audits, and reporting on task completion. They will maintain and troubleshoot proprietary material handling software and systems from various vendors, collaborating with customers to address technical issues and provide IT recommendations. The role requires the identification of fault patterns over time, involving engineering or technical resources to develop permanent fixes for recurring problems. Furthermore, the Lead IT Support Specialist will partner cross-functionally to resolve issues, manage inventory supplies, and may be required to lift and transport PCs, monitors, terminals, and printers for deployment and repair. This position is essential for maintaining the operational efficiency of the fulfillment center and ensuring that all IT-related issues are handled promptly and effectively.

Responsibilities

• Leads installation, upgrades, troubleshooting and repair of hardware and software on or related to desktop PCs, printers, and PC hardware systems.
• Utilizes tracking software to track and monitor the resolution of issues and/or open tickets.
• Supports area processes and interface requirements.
• Resets equipment or applies solutions to quickly resolve problems.
• Resolves complex issues and escalated issues from less experienced support staff.
• Identifies and documents fault patterns over time and collaborates with engineering or technical resources to develop permanent fixes.
• Manages and plans workload within the area of responsibility, performing audits and reporting on task completion.
• Maintains and troubleshoots proprietary material handling software and systems from vendors.
• Collaborates with customers and advises on technical issues, answering complex questions regarding PC/printer software/hardware issues.
• Prepares accurate documentation and communication to facilitate problem elimination and create efficient fixes.
• Troubleshoots second and third level support for production equipment problems.
• Orders and maintains inventory supplies such as labels, report/copy paper, toner cartridges, and networking equipment.
• May lift and transport PCs, monitors, terminals, and printers for deployment and repair.

Requirements

• Proven experience in IT support, particularly with desktop PCs, printers, and network systems.
• Strong troubleshooting skills for hardware and software issues.
• Experience with tracking software for issue resolution.
• Ability to manage and prioritize workload effectively.
• Excellent communication skills to collaborate with customers and team members.
• Knowledge of proprietary material handling software and systems.

Nice-to-haves

• Experience in a fulfillment center or similar environment.
• Familiarity with RF devices and LAN configurations.
• Certifications in IT support or related fields.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid time off
• Employee discounts on products and services
• Opportunities for professional development and training