Technology Deployment Analyst

Lowe's Companies, Inc.•Mooresville, NC

5d•Onsite

About The Position

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 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.

Requirements

Bachelor’s degree in computer science, computer information systems, or related field or equivalent years of experience in lieu of education requirement, if applicable
2 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware

Nice To Haves

1 year of experience working in a large matrixed, retail organization working with senior leadership
1 year of experience working with third-party IT vendors and/or software/hardware suppliers
1 year of experience writing technical documentation or standard operating procedures related to IT technical support or deployment

Responsibilities

Provide remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.
Perform tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
Monitor the resolution of problems to achieve closure; follow up and provide status updates; follow procedures for incident escalation and notification to leadership.
Interact with third-party hardware and/or software vendors by initiating and supporting vendor services as necessary and validating repair activities of external vendors to ensure quality meets contractual obligations.
Research recurring problems to identify root causes and collaborate with IT and business departments to prioritize, develop, and implement solutions.
Perform the setup and maintenance of computer systems by installing and/or upgrading hardware and software, as appropriate.
Perform preventative maintenance and break/fix repairs on common technology and more complex devices.
Contribute to and maintain the knowledge repository for technical support; document workarounds for problem records; compile information related to new technology; develop standard operating procedures.
Perform system backups and ensure integrity of backup media and peripherals.
Provide support via phone queue, email, chat, alert reports, etc. to resolve difficult, complex, and/or sensitive problems with products and applications by meeting customer service standards.
Participate in the execution of disaster recovery and business continuity processes, supporting these events as they arise.
Participate in the new project onboarding process; represent the department in key stakeholder meetings ensuring the needs of the ITFSS are represented and the department is ready to support any new service or device when the roll out begins.
Draft knowledge documents detailing steps taken to solve a problem to assist in solving the problem should it recur; revise documents as necessary.