Lead IT Support Specialist, Fulfillment Center

Job Summary

As a Lead IT Support Specialist at our Walgreens fulfillment center, you will be responsible for comprehensive technical support across multiple platforms and devices. Your primary duties will include installation, upgrades, troubleshooting, and repairs of hardware and software, including desktop PCs, printers, PC hardware systems, PC networks, LAN and RF devices. You will handle escalated issues from the team, schedule work, and provide support for manager tasks as needed.

This position is located in our climate‑controlled, closed‑door pharmacy facility featuring advanced automation technology and modern amenities. In this position, you will also be expected to actively partner with the Maintenance Team to support operational equipment and facility‑related technology, collaborating closely with Maintenance to troubleshoot and resolve equipment‑related technical issues, including hardware, control systems, and connected production or facility systems.

This role requires hands‑on involvement in diagnosing and resolving problems that may span IT, mechanical, and operational environments, and when maintenance personnel are unavailable, you may be required to step in to ensure operational continuity. This is a collaborative, operations‑focused IT role designed to support both technology systems and the equipment that drives business operations.

While this is subject to change, an individual in this position would be expected to work a second shift schedule, likely consisting of four 10‑hour shifts falling sometime between Sunday through Friday.

• 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 causes for problematic issues. 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 on site for fixes.
• Partners cross‑functionally to resolve issues.
• Orders and maintains inventory supplies (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.

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.

• 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,…