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Job Description

Job Description

IT Support Analyst

Job ID 1518724BR Date posted 01/11/2019 Location Mooresville, NC Location Name CSC-Mooresville Address 1000 Lowes Boulevard Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0503 - End User Computing
PURPOSE OF ROLE:
The primary purpose of this role is to provide in person second level support to resolve problems with products and applications and perform tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system. This includes responsibility for performing the setup and maintenance of computer systems by installing and/or upgrading hardware and software. The Support Analyst interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary.

ESSENTIAL RESPONSIBILITY STATEMENTS
  • Provides second level 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)
  • Attempts to resolve and escalating problems as necessary to appropriate resource (e.g., support team, vendor)
  • Identifies recurring problems and escalates to senior staff for prioritization
  • Communicate resolution of issues and problems to the end user and peers
  • Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system
  • Monitors resolution of problems to achieve closing with PC or client/server platforms and/or hardware
  • Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software
  • Performs system backups and ensures integrity of backup media and peripherals
  • Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary
  • Coordinates meetings with multiple vendors to resolve service failures or issues
  • May be assigned small scope projects as liaison for department/line of business of larger efforts to facilitate user acceptance testing of new hardware and/or software

REQUIRED EDUCATION/EXPERIENCE
  • Associate's Degree Computer Science, CIS, or related field
  • 2+ of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
  • H.S. Diploma or 3+ years of comparable experience without a degree

PREFERRED EDUCATION/EXPERIENCE
  • Bachelor's Degree Computer Science, CIS, or related field
  • 2+ years of IT experience in the retail industry
  • 2+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
  • 2+ years of experience working in a large matrixed organization (Lowe's Operations experience preferred)
  • 2+ years of experience working with third party IT vendors and/or software/hardware suppliers



Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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