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Job Details


Executive IT Support Analyst WBA ( On site)





Deerfield, Illinois, United States

Job Summary

Responsible for providing Level I and II Desktop Support for the Walgreens Boots Alliance Executives and their Executive Assistants. Provides professional assistance to internal and external customers having hardware and software related problems with their desktops, laptops, mobile devices, or peripherals. Strives to achieve the highest level of Customer Service while supporting and developing Corporate computing needs.

Job Responsibilities

  • Displaying world class customer focused IT support, develops and maintains relationships within the business, at all levels. Communication both technically and non-technical is key.
  • Perform daily checks on all open VIP issues and own to closure thus ensuring Service Level Agreement (SLA) and Operational Level Agreement (OLA) compliance.
  • Contributes to the recommendation of new technologies that will be beneficial to the company, including automation, new operating systems, system management. Evaluates new technology products based on testing metrics and methodology.
  • Independently resolves complex, break-fix issues; troubleshoot user problems at the desktop or provides phone support to diagnosis remote customer issues.
  • Installs, supports, and provides end user training for Mobile PDA devices, including Apple (iPhone, iPad), Blackberry and Android platforms. Maintains devices using our MDM platform.
  • Corrects hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
  • Acts as the expert technical resource for problem resolution; applies diverse technical expertise to identify and correct complex system issues. Serves as a point of escalation for all incidents, assuring timely attention and resolution is provided; logs and tracks all issues in Remedy.
  • Acts as primary contact for VIP projects involving technical rollouts, office moves, hardware/software upgrades.
  • Participates in training programs designed to educate end users about basic and specialized applications with the ability to explain complex issues in an easy to understand manner.
  • Maintains standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Services. Develops troubleshooting procedures. Maintains installation documentation and how-to procedures.
  • Works in a virtual global team environment to provide seamless experiences for traveling Executives.
  • Collaborates with clients to determine and understand business requirements. Performs analysis and makes suggestions based on the business requests.
  • Enhancing value and minimizing disruption, team members interact confidently and comfortably with senior executives and own issues to completion.
  • Maintains on-going communication with customer, exercising independent judgment while providing alternative solutions.

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 [Register to View] 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
  • Bachelor’s Degree at least 5 years of experience with Desk Top Support OR a High School Diploma/GED and at least 8 years of experience with Desk Top Support.
  • Knowledge of Microsoft Windows operating systems and MAC Operating Systems.
  • At least three years’ experience troubleshooting, supporting, and repairing software and hardware for desktop, laptops, and mobile devices (iOS, BB, and Android).
  • At least three years’ experience with installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office.
  • Experience with video conferencing support and installation.
  • Highly polished communication skills both written and verbal.
  • Willing to travel up to 20% of the time for business purposes (within state, out of state, and possibly out of country).

Preferred Qualifications
  • At least 5 years of experience with Desktop Support with at least 3 years in an Executive Support role.
  • PQ Technical certifications such A+, ITIL or MCP/MCSSA. Microsoft Office Specialist Expert
  • Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
  • Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity.