Technology Support Technician

Lowe's Companies, Inc.•Houston, TX

3d•Hybrid

About The Position

Provide Level One technical support for Lowe’s Pro Supply associates and business partners by diagnosing, troubleshooting, resolving, and escalating commonly reported technology issues in accordance with customer service, call quality, and incident management standards. Receive, analyze, prioritize, document, and manage incidents and service requests using the company’s ITSM platform, ensuring accurate details are captured for issue description, troubleshooting steps, status updates, resolution, and closure. Apply documented solutions, knowledge articles, standard operating procedures, and remote support tools to resolve issues related to supported hardware, software, mobile devices, telecommunications equipment, printers, network connectivity, user access, enterprise applications, and other business technology services. Perform and document break/fix support for PCs, thin clients, printers, mobile devices, handheld devices, peripheral equipment, and supported software applications to restore service and minimize business disruption. Monitor assigned incidents and service requests through resolution, provide timely status updates to associates, business partners, vendors, and technical support teams, and ensure appropriate follow-up through closure. Escalate unresolved or complex issues to the appropriate internal technical teams or support resources, ensuring complete documentation and clear communication to support efficient resolution. Support ITIL 4-aligned best practices, including incident management, request fulfillment, knowledge management, escalation, communication, and service restoration to improve consistency, service quality, and first-contact resolution. Identify recurring issues, knowledge gaps, process opportunities, and service trends, and share feedback to support continuous improvement of Level One support operations. Provide technical support in a hybrid work environment, including remote support and onsite support for Lowe’s Pro Supply branch locations and the Houston headquarters, based on business needs.

Requirements

High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
Minimum 2 years of IT experience providing Level One technical support for IT systems in a business or corporate environment, including diagnosing, troubleshooting, documenting, resolving, and escalating incidents and service requests.
Experience supporting hardware, software, mobile devices, printers, peripherals, network connectivity, user access, and business applications.
Experience using ITSM tools or ticketing systems to document, track, prioritize, and resolve incidents and service requests.

Nice To Haves

Associate degree in Computer Science, Computer Information Systems, Information Technology, or related field.
2 years of experience working with Freshservice, BMC, ServiceNow, or a similar ITSM ticketing platform.
2 years of experience with software installation, configuration, troubleshooting, and support.
2 years of IT support experience supporting outside sales teams, field associates, branch operations, or B2B business environments.
Familiarity with ITIL 4 Frameworks or ITIL-aligned support practices, including incident management, request fulfillment, knowledge management, and service restoration.

Responsibilities

Provide Level One technical support for Lowe’s Pro Supply associates and business partners by diagnosing, troubleshooting, resolving, and escalating commonly reported technology issues.
Receive, analyze, prioritize, document, and manage incidents and service requests using the company’s ITSM platform.
Apply documented solutions, knowledge articles, standard operating procedures, and remote support tools to resolve issues related to supported hardware, software, mobile devices, telecommunications equipment, printers, network connectivity, user access, enterprise applications, and other business technology services.
Perform and document break/fix support for PCs, thin clients, printers, mobile devices, handheld devices, peripheral equipment, and supported software applications.
Monitor assigned incidents and service requests through resolution, provide timely status updates, and ensure appropriate follow-up through closure.
Escalate unresolved or complex issues to the appropriate internal technical teams or support resources.
Support ITIL 4-aligned best practices, including incident management, request fulfillment, knowledge management, escalation, communication, and service restoration.
Identify recurring issues, knowledge gaps, process opportunities, and service trends, and share feedback to support continuous improvement.
Provide technical support in a hybrid work environment, including remote support and onsite support for Lowe’s Pro Supply branch locations and the Houston headquarters.