• Provides remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.

• Serves as an escalation point and mentor for junior staff

• 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 tracking system

• Monitors the resolution of problems to achieve closure; follows up and provides status updates; follows procedures for incident escalation and notification to leadership

• 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

• Researches recurring problems to identify root causes and collaborates with other IT and business departments to prioritize develop, and implement solutions

• 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 handheld devices), including more complex devices (e.g., servers, network, telecommunications equipment)

• Contributes to and helps maintain the knowledge repository for technical support; documents workarounds for problem records; compiles information (e.g., procedures, installation, configuration) related to new technology; develops standard operating procedures

• Performs system backups and ensures integrity of backup media and peripherals

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Coordinates meetings with vendors to resolve service failures or issues

• Identify and suggest possible improvements on procedures

• Provides assistance and coaching/training to junior level associates as needed

Service Desk Responsibilities

• Provides support via phone queue, email, chat, alert reports, etc. to resolve difficult, complex, and/or sensitive problems with products and applications by meeting Lowe’s customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly, setting customer expectations and detailed incident documentation

• Creates/updates 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

• Participates in the quality call evaluation process for junior team members

• Participates in the new project onboarding process, represents the department in key stakeholder meetings ensuring the needs of the ITSD are represented and the department is ready to support any new service or device when the roll out begins

• Helps draft knowledge documents detailing steps taken to solve a problem to assist in solving the problem should it recur; revises documents as necessary

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

• Coordinates with third-party support and equipment vendors

• Manages orders and tracks shipments of technology equipment for the field

• Participates in deployment projects to the stores

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

• Manage, Coordinate, and Audit 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:

• Bachelor's Degree Computer Science, CIS, or related field (or equivalent work experience in a related field)

• 4 years AV experience in a support or operations environment working with a variety of AV Technology

Preferred Qualifications:

• Independently manage full project life cycle from project intake, planning, execution, budgeting, closing and service handover.

• Work with key stakeholders to develop a clear understanding of a business need, define the project goals and charter, and ensure alignment with strategic objectives

• 4 years experience with Tier 1 AV troubleshooting to include testing internal and external configurations, physical break/fix

• Knowledge of AV standards and understanding of end user requirements to guide AV designs and solutions.

• 3 Years Experience leading technical or project teams with or without direct reports

• 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

• 2 Years Experience in an IT role requiring interaction with senior management

• 2 Years Experience working in a Data Center (Specific to Data Center role)

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.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.