Job Description
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.
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.
Qualifications
. Associate’s Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
. 2 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
. Bachelor’s Degree Computer Science, CIS, or related field
. 2 years of experience working in a large matrixed organization
. 2 years of Lowe’s Operations experience
. 2 years of experience working with third party IT vendors and/or software/hardware suppliers
. 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
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