Skip to main content

Job Descripton

Sr IT Support Analyst

Apply Now
Job ID 1777531BR Date posted 11/08/2019 Location Mooresville, North Carolina Location Name Mooresville, NC (SSC) Address 1000 Lowes Boulevard Employment Type I Full time Employment Type II Regular Line of Business Corporate Department LWS_USA_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
REQUIRED EDUCATION/EXPERIENCE:
  • Bachelor's Degree: Computer Science, CIS, or related field
  • 4+ years 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 EDUCATION/EXPERIENCE:
  • Network Administration experience
  • Experience utilizing various tools such as (but not limited to): Remedy, ServiceNow
  • 3+ years’ Experience leading technical or project teams with or without direct reports
  • 2+ years’ Work experience in an IT role requiring interaction with senior management
  • 3+ years’ Experience working in a large matrixed organization
  • 2+ years’ Lowe's Operations experience
  • 3+ years’ Experience working with third party IT vendors and/or software/hardware suppliers
  • 3+ years’ IT experience in the retail industry
  • 3+ years’ Experience writing technical documentation or standard operating procedures related to IT technical support or deployment

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.