Technology Operations Analyst

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.
With a focus specifically on End User Computing, this role provides desk-side or walk-in support to end-user corporate associates, including deployment of laptops and following up on support issues handed off from the support desk.
With a focus specifically on Field Services, this role provides direct support in the form of repairs, system setup and installs, and order management to store and supply chain locations. This includes installing and maintaining computer systems and networks as well as supporting small to large-scale technology deployment projects.
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
Minimum 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
Preferred Qualifications • 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
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.