Job Summary

The primary purpose of this role is to provide technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Lowe's Stores, Supply Chain facilities and corporate office locations. This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system. This role may also directly or indirectly support corporate initiatives or deployment projects. With a focus specifically on Service Desk, this role provides level 2 technical support, primarily over the phone, to associates across the enterprise to resolve somewhat complex and time-sensitive problems. This role also contributes to the knowledge base and helps track and document activities related to staging, integration, troubleshooting, and installation of enterprise technology systems. With a focus specifically on End User Computing, this role provides desk-side or walk-in support to end-user corporate associates, including deployment of laptops and following up on support issues handed off from the support desk. With a focus specifically on Field Services, this role provides direct support in the form of repairs, system setup and installs, and order management to store and supply chain locations. This includes installing and maintaining computer systems and networks as well as supporting small to large-scale technology deployment projects. The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department.

Key Responsibilities

• Provides remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.
• Attempts to resolve problems, then escalates problems as necessary to appropriate resources (e.g., support team, vendor)
• Analyzes and prioritizes incoming requests and alerts
• Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system
• Monitors resolution of problems to achieve closure
• Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary
• Identifies recurring problems and escalates to senior staff for prioritization and investigation
• Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software
• Performs basic preventative maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and handheld devices), including more complex devices (e.g., servers, network, telecommunications equipment)
• Contributes to the knowledge repository for technical support; documents workarounds for problem records; compiles information (e.g., procedures, installation, configuration) related to new technology
• Performs system backups and ensures integrity of backup media and peripherals
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Participates in meetings with vendors to resolve service failures or issues
• Identify and suggest possible improvements on procedures
Service Desk Responsibilities
• Provides support to resolve problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly, setting customer expectations and detailed incident documentation)
• Helps create/update knowledge articles and support processes
• Participates in the execution of disaster recovery and business continuity processes, supporting these events as they arise
• Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software
• Interacts with third-party hardware and/or software vendors by initiating support requests and supporting vendor services as necessary
• May participate in projects as a project team member
End User Computing Responsibilities
• Installs, repairs, maintains, upgrades, and troubleshoots end-user workstations/devices and related hardware and software to deliver required deskside service levels
• Troubleshoots and resolves hardware, software and user problems as they arise in a timely and accurate fashion (in-person or through a walk-up support center)
• Performs software and hardware upgrades, routine maintenance, and monitoring
• Installs new applications, utilities and service packs based on end-user needs
• Participates in the resolution of chronic technology problems and/or other technical projects as assigned
• Deploys laptops to new associates and contractors
• Follows up on support needs deployed by the service desk
• Performs moves, adds, and changes (MAC) requests
• Helps maintain the inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed
Field Services Responsibilities
• Sets up workstations with computers and necessary peripheral devices (routers, printers etc.)
• Checks computer hardware (HDD, mouse, keyboards etc.) to ensure functionality
• Installs and configure appropriate software and functions according to specifications
• Provides orientation and guidance to users on how to operate new software and computer equipment
• Performs troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
• Maintains records/logs of repairs and fixes and maintenance schedule
• Identifies computer or network equipment shortages and places orders
• Performs moves, adds, and changes (MAC) requests
• Performs bench tests remotely using appropriate testing procedures and software
Data Center Services Responsibilities
• Provide onsite coverage for a 24x7x365 Mission Critical Facility, protecting and supporting continuous operations
• Analyze, prioritize, and respond to alerts, notifications, and requests that come to designated inboxes, phones, dashboards, and intake systems
• Performs preventative maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, mobile devices, servers, network switches/routers, storage systems, security appliances, telecommunications equipment, mainframes, and others)
• Review and execute Standard Operating Procedures (SOPs), note issues, process updates, and submit recommendations to improve SOPs
• Incident Management – create and update Incident Records, coordinate with Technology Operations Center, application owners, incident managers, and vendors; escalate based on exposure, risk, and skillsets needed, leverage on call resources
• Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary and validating repair activities of vendors to ensure quality meets contractual obligations, seek status updates, coordinate RMAs, and escalate as needed
• Support Change Requests
• Conduct Shift Handover – prepare documentation and orally review key events that occurred during one’s shift, tasks that need to be completed during the next shift, as well as other important information
• Asset Management – document and update asset details, operational environments, and functional roles for all IT assets in the Data Center Information Management System
• Install and document data center infrastructure (e.g., cabinets, racks, patch panels, copper cabling, fiber cabling)
• Install, document, and configure compute, network, and storage systems
• Perform periodic site surveys throughout each day
• Participates in the execution of disaster recovery and business continuity processes, supporting these events as they arise
• Generate, update, and disburse daily and weekly reports/metrics

Required Qualifications
• Associate's Degree Computer Science, CIS, or related field (or equivalent work experience in a related field)
• 2 years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware

Preferred Qualifications
• Bachelor's Degree Computer Science, CIS, or related field
• 2 years Experience working in a large matrixed organization
• 2 Years Lowe's Operations experience
• 2 Years Experience working with third party IT vendors and/or software/hardware suppliers
• 2 Years IT experience in the retail industry
• 2 Years Experience writing technical documentation or standard operating procedures related to IT technical support or deployment
• 2 years Experience working in a Data Center (Specific to Data Center role)

About Lowe’s 
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com. 

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.