Your Impact
The primary purpose of this role is to provide level 1 technical support to resolve commonly reported, basic problems with 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 creating documentation by entering details of problems, status of service requests, and resolutions into the company tracking system. In addition, this role performs documented solutions for known hardware and software issues and routs any unresolved incidents to the appropriate support group.
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.
What you will do
• Provides first level technical support to resolve problems with products and applications by meeting customer service, call quality, and incident logging standards.
• Performs tracking and documentation by entering problem details, service request status, and resolutions into the company incident management system.
• Analyzes and prioritizes incoming requests. Attempts to resolve problems by applying documented solutions and routes problems as necessary to the appropriate resource.
• Performs and documents break/fix repairs on personal computers, thin clients, printers, servers, mobile devices, handheld devices, and software applications to resolve incidents.
• Initiates and supports third-party hardware and/or software vendor services, as necessary.
• Individual Contributor
Qualifications
Minimum Qualifications • High School Diploma or equivalent• Completion of coursework or program focused on relevant technology related skills (e.g., technology related college coursework, bootcamp, certification program, technology academy)• Experience in customer service
Preferred Qualifications • Associate's Degree in Computer Science, CIS, or related field• 1 year of experience providing first level support for IT systems in a corporate setting, including diagnosing, troubleshooting, and resolving incidents• 1 year of experience working with defect or incident tracking software • 1 year of experience in software installation and support• 1 year of IT experience in the retail industry
About Lowe's
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.
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.
Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.
Lowe's believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe's employees; and adhering to and monitoring compliance and safety guidelines.