Lead IT Support Specialist Fulfillment Center

Walgreens; Kingston; On-site; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled IT Support Specialist to join their dynamic team. In this role, you will be responsible for the installation, troubleshooting, and repair of hardware and software related to desktop PCs, printers, and networks. You will lead efforts to resolve complex technical issues while collaborating with customers and cross-functional teams. This position offers a unique opportunity to contribute to a company committed to community care and innovation in health services. If you're passionate about technology and customer service, this role is perfect for you.

Qualifications

• 2+ years of experience in IT customer-facing or technical support role.
• Experience with PCs, printers, and RF hardware required.

Responsibilities

• Lead installation and troubleshooting of hardware/software for desktop PCs and networks.
• Manage and plan workload, perform audits, and report on task completion.

Skills

Technical Support

Problem-Solving

Customer Service

Network Infrastructure Knowledge

Software Proficiency (Windows, MS Office)

Education

High School/GED

Tools

Microsoft Windows OS

MS Office Suite

RF Hardware

Windows Server

Unix/AIX

vSphere/VMWare

Job description

Job Summary:

Responsible for installation, upgrades, troubleshooting, and repair of hardware and software related to desktop PCs, printers, PC hardware systems, PC networks, LAN, and RF devices. Handles escalated issues from the team, manages scheduling of work, and supports manager tasks as needed.

Job Responsibilities:

1. 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, including:
   • Using tracking software to monitor issue resolution and open tickets.
   • Supporting area processes and interface requirements.
   • Resetting equipment or applying solutions to resolve problems quickly.
   • Resolving complex and escalated issues from support staff.
   • Identifying fault patterns and collaborating with engineering, technical resources, or vendors to develop permanent fixes.
2. Manages and plans workload within the area of responsibility, performs audits, reports on task completion, and implements plans to address incomplete items efficiently.
3. Maintains and troubleshoots proprietary material handling software and systems from vendors as needed.
4. Collaborates with customers, advises on technical issues, answers complex questions regarding PC/printer software/hardware, and provides IT recommendations.
5. Identifies probable causes of problems, documents, and communicates findings to facilitate problem elimination and effective fixes. Provides second and third level support for production equipment issues. Decides when to involve outside technical help.
6. Works cross-functionally to resolve issues.
7. Orders and maintains inventory supplies such as labels, paper, toner, cables, networking equipment, legacy equipment, and peripherals.
8. May lift and transport PCs, monitors, terminals, and printers for deployment or repair.

About Walgreens:

Founded in 1901, Walgreens has a rich history of community care, serving nearly 9 million customers daily across approximately 8,500 stores in the U.S. and Puerto Rico. With around 220,000 team members, including nearly 90,000 healthcare providers, Walgreens aims to be the leading retail pharmacy and health services provider. Walgreens is part of Walgreens Boots Alliance, Inc., a global healthcare, pharmacy, and retail leader. For more information, visit www.walgreens.com.

Minimum Requirements:

• High School/GED and at least 2 years of experience in an IT customer-facing or technical support role.
• Experience with equipment such as printers, terminals, PCs, RF hardware.
• Proficiency with software including Microsoft Windows OS, MS Office Suite (Word, Excel, PowerPoint), and Internet Explorer.
• Experience following processes, suggesting improvements, translating technical terms for non-technical users, and working in a team environment.
• Knowledge of network infrastructure and server hardware/software, such as Windows Server, Unix/AIX, iSeries/AS400, vSphere/VMWare.
• Support hours may include weekends, holidays, and off-hours shifts.
• Willingness to travel up to 10% for business purposes, both within and out of state.