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Walgreen Company

IT Helpdesk Support

Walgreen Company - Tempe, AZ

IT Helpdesk Support

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Arizona (AZ)

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Job Summary

Responsible for leading troubleshooting and/or repair of software and/or hardware on or related to desktop pc's, and/or printers, pc hardware systems and RF devices. May include performing installation and upgrades. Troubleshooting and repairs may be accomplished remotely and/or via telephone.

Job Responsibilities

Leads troubleshooting and/or repair of software and/or hardware on or related to desktop pc's, and/or printers, pc hardware systems and RF devices. May include performing installation and upgrades. Troubleshooting and repairs may be accomplished remotely and/or via telephone, 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 involve other engineering or other technical resources in the IT function or the vendor community to develop permanent fixes.

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. Escalate problems and roadblocks as they occur 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.

Leads technical support for standard and proprietary desktop software. 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 tech to investigate ask appropriate questions to support end-user needs.

Leads the documentation process for client issues, initiates referrals and leads the recording of resolutions within department database software.

May lift and transports PC's, monitors, terminals and printers for deployment as well as repair.

Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.

Basic Qualifications

Associate's Degree or Higher and at least 4 years of experience in an IT customer0-faing and/or technical support role OR a High School Diploma / GED and at least 5 years of experience in an IT customer-facing and/or technical support role.

At least 2 years of experience solving technical problems.

At least 2 years of experience defining and resolving desktop hardware and/ or software issues.

Experience coordinating service requests with appropriate IT team.

Experience following processes and recommending improvements.

Experience translating technical terms to non-technical users.

Experience working as part of a cross-functional technical team

Experience solving technical problems.

Knowledge of remote control software, such as Windows NT, 2000, 2003, 2008 server and Windows XP, 7 desktop platforms as well as network infrastructure.

Experience recommending improvements.

Knowledge of various software, such as Win XP and 7 desktop OS, MSOffice Suite - Word, Excel, PowerPoint, Internet Explorer, TCP\\IP,

Willingness to work hours of support that may require weekend, holiday and/ or off-hours shift coverage.

Willing to travel up to 10% of the time for business purposes (within state and out of state).

Preferred Qualifications

-Network , Security , and/or CC Certificate.

Phone/desktop support.

Experience defining and resolving desktop, server, Network hardware and software issues.

Experience working independently and as part of a cross-functional technical team

Knowledge of personal computer hardware and operating systems

Knowledge of equipment pieces, including printers, terminals, PCs, PDA's, RF communication hardware, etc.

Experience identifying and working with basic electronics, such as mother boards, power supplies, RF devices.

10 days 16 hours ago

Walgreen Company


IT Helpdesk Support Walgreen Company - Tempe, AZ, United States


Location: Tempe, AZ

Company Profile:
At Walgreens, we help people get, stay and live well. That’s our core purpose and the difference we make in people’s lives every day. Our purpose has shaped the direction of our company since Charles R. Walgreen Sr. founded his first drugstore in 1901, and it still does today. Our team members make that purpose come to life in our over 7,800 stores in all 50 states, the District of Columbia and Puerto Rico, in our call centers, distribution centers, on-site clinics, specialty pharmacies and corporate offices. In fact, those daily demonstrations of our purpose have helped Walgreens become an industry leader and a household name. Walgreens has something for everyone who wants to build a successful career. Here, you’ll find supportive co-workers, an innovative environment and the tools you need to grow your skills, help build healthy communities and advance your career.