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IT Support Analyst

Job Description:
PURPOSE OF ROLE:
The primary purpose of this role is to provide second level support to resolve 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. The Support Analyst interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary.
RESPONSIBILITY STATEMENTS
+ Provides second level support to resolve problems with products and applications by meeting customer service standards
+ (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly)
+ Attempts to resolve and escalating problems as necessary to appropriate resource (e.g., support team, vendor)
+ Identifies recurring problems and escalates to senior staff for prioritization
+ Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the
+ company tracking system
+ Monitors resolution of problems to achieve closure
+ Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software
+ Performs system backups and ensures integrity of backup media and peripherals
+ Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary
+ Coordinates meetings with multiple vendors to resolve service failures or issues
REQUIRED EDUCATION/EXPERIENCE
+ Associate's Degree Computer Science, CIS, orrelated field
+ 2+IT experience in a support oroperations environmentworking with PC or client/server platforms and/orhardware
+ H.S. Diploma
+ 3+ Comparable experiencewithout a degree
PREFERRED EDUCATION/EXPERIENCE:
+ Bachelor's Degree Computer Science, CIS, or related field 2+ IT experience in the retail industry
+ 2+ Experience writing technical documentation or standard operating procedures related to IT technical support or deployment
+ 2+ Experience working in a large matrixed organization (Lowe's Operations experience preferred)
+ 2+ Experience working with third party IT vendors and/or software/hardware suppliers
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.
Job ID: 1480066BR
Line of Business: Corporate
Job Category: Information Technology (IT)
Department: 0018 - IT Service Desk
Employment Type I: Regular
Employment Type II: Full-Time
Location #: 1998
Location Name: CSC-Wilkesboro
City: Wilkesboro
State: NC
EEO Statement:
Lowe?s is an equal opportunity 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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