Lead IT Support Specialist

Office Depot•Boca Raton, TX

1d•Hybrid

About The Position

The Lead IT Support Specialist ensures the reliability and efficiency of the organization’s technology infrastructure by providing on-site IT support to ODP’s distribution network. The role is a primary contact for employees experiencing technical difficulties and provides prompt support to minimize downtime and maintain productivity. It requires strong communication and customer-service skills, including the ability to explain technical concepts to non-technical users. The specialist maintains detailed documentation and collaborates with other IT professionals to support a secure, stable, and user-friendly IT environment. This is a hybrid role with four days onsite, Monday through Thursday, at one of the listed locations: Grand Prairie, Texas; Buford, Georgia; Itasca, Illinois; Weston, Florida; Denver, Colorado; or Signal Hill, California. The position participates in an on-call rotation of approximately one week every other month and requires occasional travel to company locations, typically a few days per month, for projects, implementations, and operational initiatives. The position supports warehouse technology and systems, including Dematic and sortation equipment, as well as desktop, mobile-device, printing, and networking systems. It also helps junior team members, performs routine system maintenance, assists users with account and software needs, and applies AI and automation to streamline support workflows.

Requirements

Bachelor's degree in Computer Science or Information Technology, or equivalent experience.
At least 6 years of experience in systems engineering or applications development.
Experience providing IT support in warehouse, distribution center, logistics, retail, or operational environments.
Fundamental engineering knowledge applied to troubleshooting hardware, networking, and automated material handling systems.
Strong problem-solving skills in a multi-platform environment involving mobile device management, wireless and wired networking, printing, and warehouse systems.
Working knowledge of lean philosophy, including identifying waste, standardizing processes, and driving continuous improvement.
Ability to communicate ideas and solutions through written reports, group presentations, and one-on-one interactions.
Broad knowledge of the IT industry and insight into adopting emerging tools such as AI and automation.
Proficiency with Microsoft Word, Excel, and PowerPoint.
Hands-on skills in cabling, physical networking, and Smart Hands support.
Excellent written and verbal English communication skills.
Willingness to participate in an on-call rotation of approximately one week every other month.
Willingness and ability to travel to support initiatives, up to a few days per month.

Responsibilities

Provide first-line hardware, software, and network support by phone, email, or in person, including support in warehouse environments.
Diagnose and resolve technical problems involving desktops, laptops, printers, mobile devices, and other IT equipment.
Support warehouse technology and systems, including Dematic and sortation equipment.
Manage and support mobile devices using SOTI, Zebra scanners and printers, and Lexmark printers.
Support Meraki networking, cabling, and physical networking, and provide Smart Hands support for remote teams.
Use Microsoft Word, Excel, and PowerPoint to produce documentation, reports, and training materials.
Mentor junior team members.
Perform routine system maintenance, including updates, backups, and system monitoring.
Assist users with account setup, password resets, software installations, and general IT inquiries.
Apply Claude, AI, and automation to streamline support workflows, reduce repetitive work, and improve resolution times.
Maintain accurate records of support requests, solutions, and system changes.
Travel to company locations to support projects, implementations, and operational initiatives.
Participate in an on-call support rotation.