Technology Operations Analyst - (End-User Support)

Your Impact
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 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's incident management system. This role may also directly or indirectly support corporate initiatives or deployment projects. This role works the hours, and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet department needs.

What You Will Do:

• Provide remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.
• Attempt to resolve problems, then escalate problems as necessary to appropriate resources.
• Analyze and prioritize incoming requests and alerts.
• Track and document problem details, service request status, and resolutions into the company's incident management system. Monitor problem resolutions to achieve closure.
• Interact with third-party hardware and/or software vendors by initiating and supporting vendor services as necessary.
• Identify recurring problems and escalate to senior staff for prioritization and investigation.
• Install and/or upgrade hardware and software to set up and maintain computer systems.
• Perform basic preventative maintenance and break/fix repairs on technology, including more complex devices.
• Contribute to the knowledge repository for technical support; document workarounds for problem records; compile information related to new technology.
• Perform system backups and ensure the integrity of backup media and peripherals.
• Identify and suggest possible improvements to procedures.

• Associate's degree in computer science, computer information systems, or related field (or equivalent work experience in lieu of degree).
• 2 years of IT experience in a support or operations environment working with personal computers or client/server platforms and/or hardware.

• Experience working with third-party IT vendors and/or software/hardware suppliers
• IT experience in the retail industry
• Experience writing technical documentation or standard operating procedures related to IT technical support or deployment
• CompTIA A+ Certification

• Associates are required to relocate to the Mount Vernon, TX area to foster collaboration and facilitate improved testing and support.
• Lowe's supports a Flex Office concept where in-person work is required 4 days per week at the Mount Vernon, TX facility.
• Most business meetings are planned around the Central/Eastern time zone.