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Job Description

Job Description

Sr IT Support Analyst

Job ID 1518363BR 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 first and second level support to resolve difficult, complex, and/or sensitive 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 as appropriate.

RESPONSIBILITY STATEMENTS
• Provides first and second level support to resolve difficult, complex, and/or sensitive problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly)
• Serves as an escalation point and mentor for junior staff
• Analyzes and prioritizes incoming requests and alerts
• Researches recurring problems to identify root causes and collaborates with other IT and business departments to prioritize develop, and implement solutions
• Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system
• Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software as appropriate
• Performs preventative maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and hand held devices), including more complex devices (e.g., servers, network, telecommunications equipment)
• Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary and validating repair activities of external vendors to ensure quality meets contractual obligations

Qualifications
Required Minimum Qualifications:
• Bachelor's Degree in Computer Science, CIS, or related field
• 4+ years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware; additional equivalent work experience may be substituted for the degree requirement

Preferred Qualifications:
• 3+ years of experience leading technical or project teams with or without direct reports
• 2+ years of work experience in an IT role requiring interaction with senior management
• 3+ years of experience working in a large matrixed organization
• 2+ years of Lowe's Operations experience
• 3+ years of experience working with third party IT vendors and/or software/hardware suppliers
• 3+ years of IT experience in the retail industry
• 3+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment


About Lowes

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2017 sales of $68.6 billion, Lowe's and its related businesses operate or service more than 2,390 home improvement and hardware stores and employ over 310,000 people. Founded in 1946 and based in Mooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.

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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