Lead IT Support Specialist

This a hybrid role, 4 days onsite (Monday-Thursday), at one of the below locations:

• Grand Prairie, TX
• Buford, GA
• Itasca, IL
• Weston, FL
• Denver, CO
• Signal Hill, CA

The Lead IT Support Specialist plays a vital role in ensuring the reliability and efficiency of the organization’s technology infrastructure. This position delivers on-site IT support to ODP’s distribution network and serves as the primary point of contact for employees experiencing technical difficulties. The role provides prompt, effective support to minimize downtime and maintain productivity. This position requires excellent communication skills, a customer-focused attitude, and the ability to explain technical concepts to non-technical users. By maintaining detailed documentation and collaborating with other IT professionals, the Lead IT Support Specialist helps create a secure, stable, and user-friendly IT environment that supports the organization’s goals and operations. This role participates in an on-call support rotation (approximately one week every other month) and requires occasional travel to company locations to support projects, implementations, and operational initiatives, typically a few days per month.

Primary Responsibilities:

• Technical Support:
• Provide first-line support for hardware, software, and network issues via phone, email, or in-person. (travel may be expected)
• Provide in-person support in a warehouse environment, including warehouse technology and systems such as Dematic and sortation equipment.
• Using Microsoft Word, Excel, and PowerPoint to produce documentation, reports, and training materials.
• Troubleshooting:
• Diagnose and resolve technical problems with desktops, laptops, printers, mobile devices, and other IT equipment.
• Managing and supporting mobile devices with SOTI, and supporting Zebra scanners and printers and Lexmark printers.
• Supporting Meraki networking, including cabling and physical networking, and serving as Smart Hands for remote teams.
• Mentoring: Help junior members of the team excel in their roles
• System Maintenance: Perform routine maintenance tasks such as updates, backups, and system monitoring.
• User Assistance:
• Assist users with account setup, password resets, software installations, and general IT inquiries.
• Applying Claude, AI, and automation to streamline support workflows, reduce repetitive work, and improve resolution times.
• Documentation: Maintain accurate records of support requests, solutions provided, and system changes.

Education and Experience:

• Level of Formal Education: Bachelor's degree or equivalent experience
• Area of Study: Computer Science, Information Technology
• Minimum Years of Experience: 6
• Type of Experience: Systems Engineering / Applications Development
• Experience providing IT support in warehouse, distribution center, logistics, retail, or operational environments.
• Technical Competencies & Information Systems:
• Microsoft Word
• Excel
• PowerPoint
• Dematic
• Sortation
• Soti
• Lexmark
• Zebra
• Meraki
• Cabling & Physical Networking
• Smart Hands
• Claude
• AI
• Automation
• Skills & Abilities:
• Self-starter who excels in a fast-paced, high-energy environment where uptime directly affects operations.
• 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, with the ability to identify waste, standardize processes, and drive continuous improvement.
• Ability to communicate ideas and solutions through well-organized written reports, group presentations, and one-on-one interactions.
• Broad knowledge of the IT industry, with the insight to adopt 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.
• Additional Language Skills: Excellent English written and verbal communication skills
• Personal Attributes & Other/Preferred:
• Must be willing to participate in an on-call rotation of roughly one week every other month.
• Must be willing and able to travel to support various initiatives, up to a few days per month.

About The Office Depot Group: The Office Depot Group, through its business entities Office Depot Business and Office Depot, is a leading provider of products, services, and technology solutions through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores.

Commitment to Safety: We are committed to maintaining a safe and healthy work environment for our Coworkers and our customers. All Coworkers are expected to support our operational safety culture by working safely and addressing potential hazards or concerns.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by Coworkers assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of Coworkers so classified. Other duties may be assigned.

Pay, Benefits & Work Schedule: The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunities to move and grow within our organization! You may be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions.

Equal Employment Opportunity: The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

We will consider for employment qualified applicants with arrest and conviction records pursuant to the City & County of San Francisco Fair Chance Ordinance.

Application Deadline: The job posting will remain open for a minimum of 3 days and will expire once the position has been filled.

How to Apply: Click the “Apply Now” button and follow the instructions on each page. When you have completed the application, click the “Submit” button.