Lead IT Support Specialist
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 and serving as a primary point of contact for employees with technical issues. The role delivers prompt, effective support to minimize downtime and maintain productivity, while helping maintain a secure, stable, and user-friendly IT environment through detailed documentation and collaboration with other IT professionals. This is a hybrid role requiring onsite work four days per week, 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 involves occasional travel to company locations, typically a few days per month, to support projects, implementations, and operational initiatives.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- At least 6 years of experience.
- Experience in Systems Engineering or Applications Development.
- Experience providing IT support in warehouse, distribution center, logistics, retail, or operational environments.
- Proficiency with Microsoft Word, Excel, and PowerPoint.
- Fundamental engineering knowledge applied to troubleshooting hardware, networking, and automated material handling systems.
- Strong problem-solving skills in a multi-platform environment spanning 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 organized written reports, group presentations, and one-on-one interactions.
- Excellent written and verbal English communication skills.
- Hands-on skills in cabling, physical networking, and Smart Hands support.
- Willingness to participate in an on-call rotation of roughly one week every other month.
- Willingness and ability to travel to support initiatives, up to a few days per month.
- Ability to work onsite four days per week, Monday through Thursday, at one of the listed locations.
Nice To Haves
- Broad knowledge of the IT industry and insight into adopting emerging tools such as AI and automation.
- Familiarity with Dematic, sortation, SOTI, Lexmark, Zebra, Meraki, Claude, AI, and automation.
Responsibilities
- Provide first-line support for hardware, software, and network issues by phone, email, or in person, including travel when needed.
- Provide in-person support in warehouse environments, including warehouse technology and systems such as Dematic and sortation equipment.
- Use Microsoft Word, Excel, and PowerPoint to create documentation, reports, and training materials.
- Diagnose and resolve technical problems involving desktops, laptops, printers, mobile devices, and other IT equipment.
- Manage and support mobile devices using SOTI, and support Zebra scanners and printers and Lexmark printers.
- Support Meraki networking, including cabling and physical networking, and provide Smart Hands support for remote teams.
- Mentor junior team members and help them excel in their roles.
- 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 provided, and system changes.
- Participate in an on-call rotation of approximately one week every other month.
- Travel to company locations to support projects, implementations, and operational initiatives, typically a few days per month.
- Support the organization’s operational safety culture by working safely and addressing potential hazards or concerns.
- Perform other duties as assigned.
Benefits
- 401(k)
- Competitive salaries
- Benefits package
- Opportunities to move and grow within the organization
- Potential eligibility to participate in an incentive program, subject to the Incentive Plan terms and conditions
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What This Job Offers
Job Type
Full-time
Career Level
Senior
